Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  City Furniture

  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:03/26/2025

  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.

  Purchased a Power reclining sectional with cup holder/storage console and a separate power battery which was delivered on 3/11/25, called customer care the same day of delivery to report that the console/usb charger unable to be plugged into the battery due to the battery not having an outlet for the console plug. Have called customer care 3 different times after initial report was made (3/17, 3/24, 3/25) and issue is still unresolved.

  

  Business Response

  Date: 03/31/2025

  We are sorry to hear the customer had issues with their USB on the sectional . We spoke with the customer on 3/24 regarding this issue and performed some basic troubleshooting. During the conversation, we offered several options, including having a certified repair technician visit the customers home to inspect and repair the issue. We also offered a $200 gift certificate as an alternative to keeping the item as-is.
  The customer initially accepted the gift certificate but later changed their mind. We then scheduled an appointment with our certified repair specialist to visit the customers home on April 9th to complete the repair. We will follow up after the appointment to ensure satisfaction and discuss any next steps if necessary.
  

• Initial Complaint

  Date:03/25/2025

  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 white reclining sofa in September 2024. I also purchased the additional 3 year replacement if it was stained and the stain could not be removed. I filed the claim and was denied. I was told I was being turned over to a **************** specialist but have yet to hear from them. I want my sofa replaced or at least a refund for the additional $79.99 I paid for something I am not getting.

  

  Business Response

  Date: 03/26/2025

  We apologize for any inconvenience and frustrations this has caused.
  
  The customer purchased the stian removal program that states the customer must use the Pure cleaning kit to clean the stains as ditected and to ***ort any stian with 5 days of occurance.  
  In the claim that the customer filed she advised she has used couple different leather cleaner and the stain  will not come out. Becuase the custoerm has used a cleaning soluiton other than what was recomended the calim was denied.
  
  As a ONE TIME COURTESY we can ***lace the seat casing that is stained.
  For any further satin claim, please advise the customer to use the Pure Cleaning Kit that was  provided by the sales *** or call us to send some out to clean the stain.

  Customer Answer

  Date: 03/27/2025

  I would very much like to have the section stained replaced. I was never given a stain removal kid from my sales person, so that part of their statement is false.  I was also never told anything about how to remove stains. Please advise how I go about getting this section of my sofa replaced and receive the stain kit that I should have apparently received in the first place. 
  

  Thank you for your help with this matter.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23116766
  
  

  I would very much like to have the section stained replaced. I was never given a stain removal kid from my sales person, so that part of their statement is false.  I was also never told anything about how to remove stains. Please advise how I go about getting this section of my sofa replaced and receive the stain kit that I should have apparently received in the first place. 
  

  Thank you for your help with this matter.

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

  

  Business Response

  Date: 03/28/2025

  Unfortunately, the customer informed us that several leather cleaners were used on the chaise when she initially reached out for the claim. Due to this, we are unable to cover the claim.

  However, we will be sending out the cleaning kit as a courtesy. We were not notified that the customer did not receive the kit at the time of purchase in the showroom.

  We have since ordered the cleaning kit, and the customer will receive it within 3 to 5 days. We apologize for any inconvenience and appreciate the customers understanding.

  Customer Answer

  Date: 04/09/2025

  I just want to let you know that City Furniture has failed to do what they said the would. As of today, I have not received the complimentary cleaning kit. 

  

  Business Response

  Date: 04/09/2025

  We sincerely apologize for the inconvenience the customer has experienced. The *** stain removal kit was shipped on April 3, 2025, via *****, and according to tracking number **********************************, it was successfully delivered on Tuesday, April 8, 2025, at 2:43 PM.
  
  We truly appreciate the customers patience throughout this process. If any further assistance is needed, we are here to help
  

  Customer Answer

  Date: 04/27/2025

  I finally did receive the leather cleaning kit.  Apparently it was delivered to a neighbor and they delivered it to me. I have used the kit several time and my couch is still stained.  The miracle kit did absolutely nothing.  This is the worst purchase I have ever made. I would have never purchased a white sofa without the guarantee of having it replaced, which is why I got the 3 year package. The fact that the cleaning kit, nor any information was given to me about it other than if it gets a stained and I cant remove in 3 years, it will be replaced.  I bought it it good faith and my displeasure with this companys response is beyond words. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23116766
  
  I finally did receive the leather cleaning kit.  Apparently it was delivered to a neighbor and they delivered it to me. I have used the kit several time and my couch is still stained.  The miracle kit did absolutely nothing.  This is the worst purchase I have ever made. I would have never purchased a white sofa without the guarantee of having it replaced, which is why I got the 3 year package. The fact that the cleaning kit, nor any information was given to me about it other than if it gets a stained and I cant remove in 3 years, it will be replaced.  I bought it it good faith and my displeasure with this companys response is beyond words.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/05/2025

  We have reached out to the customer regarding their claim and are sorry to hear that the provided cleaner did not successfully remove the stain. A voicemail was left on May 5, 2025, offering to schedule a courtesy professional cleaning for the affected area.
  Additionally, weve offered to order a replacement seat cover for the stained section of the sofa. If the customer agrees, please note that the estimated turnaround time for the parts order is approximately 12 weeks. Once the seat cover arrives, we will gladly schedule a service appointment for a Certified Repair Specialist to install it in the customers home.
  We remain committed to resolving this matter and appreciate the customers patience and cooperation.

  Customer Answer

  Date: 05/07/2025

  I did not receive a message from City Furniture on May 5th.  I have no voicemails on my phone. Not sure who they are calling but it is not me. I definitely would like to get this issue resolved. 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23116766
  
  I did not receive a message from City Furniture on May 5th.  I have no voicemails on my phone. Not sure who they are calling but it is not me. I definitely would like to get this issue resolved.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/08/2025

  We are sorry the customer missed our call on May 5th. Another attempt was made to contact the customer today, May 8th, to assist with a courtesy cleaning for the stained CE OMEGA WHITE *********** RECLINING SOFA (SKU: *******). The call went straight to voicemail, and a detailed message was left for the customer, including the order number, the reason for the call, and a call-back number for further assistance.

  Customer Answer

  Date: 05/13/2025

  I dont know who they are calling but it is not me. I have not long detailed message from them. My phone number is ************.  That is the only number I have that they should be calling. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23116766
  
  

  
  

  I dont know who they are calling but it is not me. I have not long detailed message from them. My phone number is ************.  That is the only number I have that they should be calling.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/19/2025

  We sincerely apologize for any inconvenience the customer may have experienced. We have made multiple attempts to contact the customer regarding their claim. Calls were placed on 5/5/2025, 5/8/2025, 5/14/2025, and again today, 5/19/2025, to the phone number the customer *********************. Each call has gone directly to an automated voicemail, where we have left several detailed messages requesting a callback to address the issue.
  We have made every effort to reach the customer to schedule a cleaning appointment. Should the customer wish to move forward, they are welcome to contact us directly at ************ or via email at **************************************** to coordinate a visit with a Certified Repair Specialist.
  We remain committed to assisting and appreciate your understanding

  

  Business Response

  Date: 05/19/2025

  Each call has gone directly to an automated voicemail, where we have left several detailed messages requesting a callback to address the issue.
  For reference, we have attached screenshots showing the call attempts made this month.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23116766
  
  I am rejecting this response because: no call or detail messages have been left on my voicemail. These people are clearly not calling me. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/22/2025

  We have made an attempt to contact the guest to assist with their service request. It appears the guest may have our phone number blocked, as we were unable to get an answer. However, a detailed voice message was left requesting that the guest return our call for further assistance.
  

  Customer Answer

  Date: 05/28/2025

  I have received no calls or voice mails for City Furniture.  This has been going on for quite some time and I want to get it resolved.  How do I go about contacting them.  If they can give me a name of the person that is leaving these supposed voice mails and a number, I will be more than happy to contact them.

  Customer Answer

  Date: 05/28/2025

  My telephone number is ************.  It is always on and have a clear voicemail box that has not received any messages from City Furniture.

  Customer Answer

  Date: 05/29/2025

  I do not understand what information I have not provided.  You have my phone number, email and photos.  City Furniture has replied that they have contacted me but I have not received a phone call or the detailed voice message.  I guess my next step is to go to small claims court.  I have every correspondence with the BBB and nothing has happened other then receiving a useless cleaning kit.

• Initial Complaint

  Date:03/24/2025

  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 two-chair sectional sofa from City Furniture (Invoice #****-45) on March 6, 2025. The left chair ******* collapsed within the first week. I filed a warranty claim on March 19, 2025, and provided supporting pictures. City Furniture sent a technician to assess the issue. After disassembling the unit, he determined that the chair was not fixable and stated that he would recommend a replacement.However, City Furniture later left a voicemail informiong me that instead of replacing the chair, they intended to order parts from the Chinese manufacturer, which could take approximately 12 weeks, and attempt a repair. I contacted their warranty department, which confirmed their plan to fix the unit despite their own technicians assessment that it was beyond repair.I explained that I purchased a new sofa, not a defective one that failed immediately, and would require extensive repairs and take months after purchase to repair which their technician said was not feasible. I requested a replacement chair, which City Furniture refused. Since they are unwilling to provide the product I paid for in new and functional condition, I am requesting a full refund of $1,499. 95 for this purchase.****** *****

  

  Business Response

  Date: 03/31/2025

  Were sorry to hear that the customer experienced issues with their ******************** purchase. We arranged an appointment with a certified repair specialist who assessed the sofa and deemed it defective. While a parts order was recommended to address the issue, an exchange was created on 3/25/2025, and the replacement piece was delivered on 3/27/2025. We hope the customer is satisfied with the resolution, and we truly appreciate their patience throughout the process.
  
  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23111627
  
  I am rejecting this response because: The replacement left chair was also defective. Please exchange. 
  
  Sincerely,
  
  ****** *****

  

  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 further 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 has an exchange scheduled for 4/8/2025 and we will follow up with the customer after the exchange to confirm satisfaction .

• Initial Complaint

  Date:03/22/2025

  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.

  Purchased a 2 part sofa January 2024 with 3 years warranty as a new homeowner. I recently placed a warranty claim with city furniture due an incident that caused damage to 1 section of the sofa. The tech came out today (3/22 from 11:15-11:21). He provided the incorrect info of the cause. HR stated they can't repair or replace. Manager requested. Manager (*******) also stated they can't assist me. I asked why are customers paying for a warranty. Warranty refunded was requested. I was offering pro-rated because the tech came out (6mins not service) I'm offered 142.95 out of 250.89 and a discount for future purchase of $299 plus free delivery. This is not acceptable.

  

  Business Response

  Date: 03/25/2025

  We sincerely apologize for any inconvenience this may have caused. After a thorough review, we regret to inform the customer that the claim does not meet the criteria for coverage. Our in-home service program covers manufacturer defects in materials or workmanship. Based on the technicians findings, the reported issues are due to regular wear and tear or accidental damage, which are not covered under the program.
  Regarding the *************** Plan, which was purchased on 1/15/2025, the plan remains valid regardless of whether the service has been used. If the customer chooses to cancel the service program, they are eligible for a refund equal to 90% of the unearned pro-rata premium, minus any claims paid or the cost of repairs made under the plan. This amount is prorated accordingly.
  As a final gesture of goodwill, we would like to offer the customer a 30% discount off the original price of the sectional, which can be applied toward a new replacement piece. Please note that this offer cannot be combined with other promotions or discounts.
  Attached are the relevant warranty terms and the technicians report for review. While we understand this may not be the outcome the customer was hoping for, we appreciate their understanding and hope this offer reflects our commitment to providing the best possible service.

  
  

• Initial Complaint

  Date:03/21/2025

  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.

  Purchased an in home service warranty, my first couch was unable to be repaired so I had to go back to the store, they did not have anything comparable, so they gave me an upgraded item. The new couch has fallen apart and it again unable to be repaired, upon going back to the store to make another selection, I am informed that the value of my couch (the Upgraded couch) is now worth less the the 1st couch that is less than the value of my current couch? How is that even possible? They want even more money from me now to replace their broken Couch less than a year after purchasing it!

  

  Business Response

  Date: 03/21/2025

  We do apologize for any inconvenience and frustrations this has caused.
  The customer does have the in-home service program that states that we will repair or replace furniture with manufacturer defects in workmanship and material. In the customer case, we were not able to repair the damages and the vendor does carry the parts to complete the replacement.  
  The customer was presented with 3 different options, $192 Gift Certificate to use towards another purchase; Discount of $100  back to the method of payment,  or the option to complete a reselection to another sofa.  The customer opted for the reselection.
  The terms of the reselection are as follow:
  The customer can visit the showroom and a sales agent will be able to assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal to or greater in value than the original purchase, if greater the customer does have to pay the difference.  There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23097326
  
  I am rejecting this response because:  I was promised that I would be able to have a similar couch to the one that I have currently, there is nothing remotely close to what I have in the price range that I have paid for this product that has not even lasted a year.  This is now the 2nd couch that I have had to become defective, and had to replace, the store's response was to spend more money to gain a better quality of couch that could basically stand up to our weight (we are fluffy not Obese).  They made my wife Cry and leave the store in disgust. Again all I am asking for is a similar 5 piece sectional at the same price I paid for the couch.  I am not interested in paying another *****!  And this time I want one that will hold up past a Year! How do you even offer a Discount less that 10% of what the original price its insulting, and what about the time and effort, not to mention the emotional distress caused to my wife! I should be asking for far more than I am, I just want to be made whole and they are trying to bait and switch and get me to spend more $$ in their store its a Scam!!
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/25/2025

  We regret that the customer is experiencing issues with their furniture and appreciate the opportunity to work toward an amicable resolution. As a goodwill gesture, we are offering the customer the option to reselect a new piece of their choice. The full amount originally paid will be applied toward the replacement piece.
  The original purchase was made in 2022, and while we honor the amount paid at that time, we do not provide compensation for price increases due to inflation. Should the customer select an item that exceeds the original purchase price, they will be responsible for any additional costs.Additionally, we are offering free premium delivery as part of this resolution. The customer may visit any ********************** or Ashley HomeStore in **************** to make their selection.
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23097326
  
  I am beyond furious. This offer is an insult, a repeat of your previous pathetic attempt, and somehow even worse! To even suggest honoring a 2022 price for a completely different, and frankly, superior couch is ludicrous. Your company's refusal to stand by its own garbage product a couch that didn't even last a year is mind-boggling. Don't insult my intelligence with this "inflation" nonsense, it screams scam.

  
  Two repair visits for a disintegrating couch were already unacceptable, but the experience in your store pushed me over the edge. Being told we needed to spend more money because your initial couches were junk, implying we were somehow too large for your substandard furniture and making my wife cry? UNFORGIVABLE.

  
  I have wasted countless hours on this, trying to find a comparable replacement, a request that was already more than reasonable. Your offer should have been exceptional, turning this nightmare into a testament to your customer service. Instead, you've doubled down on your incompetence and added insult to injury.
  Consider this my absolute and final rejection. This is my formal complaint, and unless you present an offer that reflects the immense inconvenience and frankly, the emotional distress you have caused, I will be seeking third-party intervention to resolve this.
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/20/2025

  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.

  I am filing a complaint against Ashley Homestore regarding my experience with the delivery and quality of a couch I ordered. Despite paying for delivery, the company failed to disclose that the couch could only be delivered up to the third floor due to elevator constraints. I live on the fourth floor, and this limitation was not communicated to me before the delivery. As a result, I had to accept delivery on the third floor and was refunded the delivery fee.Additionally, the couch arrived defective, with a rip behind the backrest. The company sent a technician to inspect the damage, but subsequent communication was inconsistent. Instead of receiving a replacement, I was offered either store credit or a $300 credit. I was later informed that the couch was on backorder.I have had to call the company repeatedly to inquire about the status of my replacement, and I have received conflicting responses from their representatives.I would like the company to provide a full refund for the defective couch or a replacement delivered to my residence at no extra cost. I also hope that the company will take steps to improve its delivery and customer service processes.I hope that the Better Business Bureau can assist me in resolving this matter.

  

  Business Response

  Date: 03/31/2025

  Were sorry to hear that the customer is experiencing issues with their order.
  City Furniture handles the delivery for these orders, but the order itself was placed through Ashley Corporate. We strive to be as transparent as possible regarding deliveries and what to expect. Unfortunately, on the day of delivery, the customer received a ripped sofa.
  We have arranged an exchange for the customer, and the replacement is scheduled for delivery on 4/1/2025. We will follow up after the delivery to ensure the customers satisfaction. Thank you for your understanding.
  

• Initial Complaint

  Date:03/20/2025

  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 buy matress king size my wife have backproblems cause the matress a techinician came today 3/20/25 I buy garanty i need chance matress

  

  Business Response

  Date: 03/21/2025

  We apologize for the frustration the customer is experiencing with their mattress. As promised, we recently sent out a mattress inspector, and based on the report, it was determined that the issue is not a defect but a matter of preference.
  The customer was informed that they would need to wait at least six months before we can send another technician to inspect the mattress again to determine if there have been any changes.

• Initial Complaint

  Date:03/18/2025

  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.

  We purchased our couch in July of 2024. We received the couch in August 2024. We were supplied a 1 year warranty that specifically stated The Fine Home warranty covers against seam slippage, fraying, peeling or dye transfers from the product. After a month of owning the couch, the fabric started to fray. We bought covers to protect the fabric. The issue continued to get worse with very careful care provided. We submitted a claim the first of January 2025. We were told to send photos, cause of issue, and what the issue was itself, and when the issue started. When providing all necessary information we were told that the fabric was not fraying when it clearly is. They told us it was signs of abuse even though this issue happened immediately after purchasing the couch. The issue is only on the part of the cushions where you sit, the friction from sitting on our couch caused fraying of the fabric even with covers to the point that it is falling apart. The company has refused to fix the issue and all the did was say they cannot do anything. They offered for a tech to come out but explained that the tech could not replace our cushions so it would be pointless for us to proceed with that option. We even offered to return our couch and they could keep what we have already paid on it. They said that was not an option either. So now we are stuck making payments on a couch that is poorly made fabric and started falling apart immediately.

  

  Business Response

  Date: 03/19/2025

  We apologize for any inconvenience and frustrations this has caused. We were unable to locate the customers account with the telephone number and name provided. Please have the customer respond with their invoice number, name, or telephone number 

  Customer Answer

  Date: 04/07/2025

  Customers name is ******* ******

  telephone number ************

  Invoice number 478921

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23083556
  
  I am rejecting this response because:

  customers name is under ******* ******, phone number is under ************

  invoice number is 478921
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/09/2025

  We apologize for the frustration the customer has experienced. Based on the pictures submitted, we informed the customer that the issue does not appear to be a manufacturer defect. However, we did offer to send a certified repair technician to further assess the item, with a $50 transportation fee required for the visit. An email outlining this option was sent on January 22, 2025, but we have not received a response. We are still happy to assist and can proceed with scheduling a technician should the customer choose to move forward with the inspection.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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 had a dresser and mirror and a chest I had in my cart. I had city furniture to reach out to me. I spoke with a salesperson and he help me to decide and place the order! The was on 3/2/25. I recieved my furniture on 3/5/25. So now 3/17/25 comes and the furniture I purchased is now 50% off. I call city furniture for a a price adjustment as I just purchased this furniture this same month. I spoke with numerous **** and was told they will forward to a manager and the manager will call me later. No mananger has called. I recieved no emails from anyone! Honestly I brorught another dresser and mirror on 3/17/25 and got it with the Extra 50% off. This was a closeout item and I was literally one day over the so called 14 days time frame. I wished I wouldve waited like I first wanted to instead of going ahead and placing the order with a **** I have never experienced such a lack of empathy and concern from **** when Im trying to get some help. Like no one cares or tries to ****. They are all the same! Just want to place the order and no more help after that! A bunch of very nasty ppl!Customer service is horrible. Any good company wouldve gladly processed the proce adjustment and gave me the refund! Very sad. I order again only because I loved the dresser and its only closeout and couldnt find anywhere else! But its so bad that no one tried to help me. Its all about a timeframe from them but they make you wait for help. Help they really not trying to give honestly!

  

  Business Response

  Date: 03/24/2025

  We understand the customer's concern regarding our price match policy, and we sincerely apologize for any confusion or inconvenience this may have caused. At City Furniture, we are committed to offering competitive prices and ensuring customer satisfaction. As outlined on our website, our price match policy allows customers to request a price match within 14 days of purchasing merchandise or within 30 days for mattresses if a lower price is found from an authorized dealer in *******. Unfortunately, as your request falls outside this promotional period, we are unable to approve the price match.
  For full details on our price match policy, please visit: https:************************************************ Thank you for your understanding.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23081195
  
  I am rejecting this response because no one ever emailed me back nor did a manager ever call me back like I was told. They left me calling to speak to only sales **** I understand the policy but I was never ever able to speak to someone in higher authority ever. 
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 03/24/2025

  The company want to say their policy is ****************************************************************************************************************************************************************************** something since it was literally one day shy of the sale! And they can say one thing in writing and do another just like i giot email stating that the Extra 50% closeout deal will last until 3/23/24! Today is 3/24/24 and its still being offered right now. So they do what they want when they want. And like I said before no manager or supervisor ever called me back nor did any of them email either. I had to constantly call!

  

  Business Response

  Date: 03/28/2025

  We have reached out to the customer to clarify the terms of the promotion. We do offer price matching for price reductions within 14 days of purchase; however, certain exclusions apply.
  The customer contacted us on the 15th day after purchase, making her ineligible for price matching. Additionally, there were other factors involved in her purchase.
  Closeout sales are excluded from price matching, and as per the email the customer received, the extra 50% off closeout items is a promotion, not a price reduction.

  Promotions like these, which involve percentages or dollar amounts off, are not eligible for price matching.
  The promotion in question was valid from 3/17 to 3/23, while the original purchase was made on 3/2/25.
  

  We greatly appreciate the customers business and hope she will continue to take advantage of the great deals available throughout the season. We sincerely apologize that the invoice was not eligible for the previous promotion.

  
  

  Customer Answer

  Date: 03/28/2025

   
  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:03/14/2025

  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 am writing to express my deep dissatisfaction regarding the lack of commitment and proper resolution regarding my warranty claim for a sofa purchased at full price, with an additional warranty under the impression that stains would be addressed and rectified per the terms of that warranty.I recently encountered stains on my sofa that were not able to be removed despite using the proper cleaning products. As per the terms of the warranty, I contacted City Furniture and was informed that an approval had been made for my claim. However, upon arriving at the store, I was informed that this approval had been reversed due to the presence of multiple stains. This is inaccurate, as the issue is not the quantity of stains, but the fact that the stains cannot be removed, which directly contradicts the warranty I purchased.Furthermore, the offered 20% discount on a future purchase does not align with or resolve the issue at hand, nor does it comply with the warranty terms that were part of my purchase agreement. I firmly believe that I am entitled to either a repair or a replacement of my sofa, as clearly outlined in the warranty.I am therefore requesting that City Furniture honor the terms of the warranty and provide a replacement of my sofa as originally agreed upon. I would like this issue to be resolved promptly for the inconvenience and embarrassment City Furniture has caused me.Please treat this matter with the urgency it deserves and I am hoping to receive a reasonable solution.

  

  Business Response

  Date: 03/19/2025

  We are sorry to hear the customer is having issues with their sofa.A Certified Repair Professional (CRP) was dispatched to the customers home to assess and clean the stained sofa under the Stain Protection Plan. As outlined in the plans terms, City Furniture agrees to service upholstered furniture for stains caused by common household foods, beverages, ink, or human or pet bodily fluids within three (3) years of delivery, provided the stain results from a single occurrence during normal residential use. The plan covers stain removal only and does not extend to general soiling, which is defined as a gradual buildup of dirt, dust, body oils, and perspiration over time.
  According to the technicians report, the sofa had multiple urine stains and marks throughout, indicating that the damage occurred over an extended period rather than from a single incident. Based on this assessment, the claim was denied, as the reported damage falls outside the scope of coverage.
  As a goodwill gesture, City Furniture has extended an offer of a 20% discount off the amount paid for the affected SKU, which can be applied toward a replacement piece. This offer is valid until 06/11/2025. Please note that this is our final decision regarding this claim.
  Attached are the technicians report, images of the sofa, and the terms and conditions of the Stain Protection Plan for review.

  

  Business Response

  Date: 03/19/2025

  Please see additional Pictures regarding customers claim .

  

  Business Response

  Date: 03/25/2025

  Please see additional Pictures regarding customers claim .

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23067217
  
  I am rejecting this response because: the pictures the company provided of my couches was not an accurate representation of them. My couches are in great condition. The only issue is the one urine stain which is shown in the picture the company provided which they also stated is covered by the plan I paid for. I would like for another technician to come back out to my home for a re-evaluation of my couches. I am not being treated fair as a customer who has been with the company for multiple years. The claim was approved and then denied without any notice. I would like the replacement that was approved originally or a new technician to be sent out to my home for a re-evaluation. I paid for a service in advance and I would like the service to be rendered as promised by their policy.
  
  Sincerely,
  
  Arancha *******
  

  Customer Answer

  Date: 03/27/2025

  The couches are in excellent condition, with no visible damage aside from a single urine stain in one area, which is covered under the extended warranty I purchased. Initially, the claim was approved, but the company later reversed its decision and denied the claim. This change led to an embarrassing situation when I arrived at City Furniture to pick up my new couches, under the assumption that the approval was still in place. Additionally, my couches have been discontinued, and when this occurs, the company typically offers a reselection of equal or greater value. While I was initially offered this option, it was later rescinded.
  

  

  Business Response

  Date: 03/29/2025

  We apologize for any inconvenience and frustrations this has caused the customer.
  Per the stain removal plan, the customer is required to call us every time a satin occur with in 5 days of occurance. 
  The pictures that were submitted were pictures taken by the tech at the time of the visit to show the extent of the stains.      
  Due to the excessiveness of the stains unfortunately, we can only offer the 20% discount towards the replacement. 

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23067217
  
  I am writing to formally reject the response provided regarding my warranty claim. I am requesting that another technician be scheduled to visit my home and re-evaluate the condition of my couch.
  If this is not possible, I am requesting a full refund of my warranty payment. As per City Furnitures advice, I reported the stain within one day of its occurrence. The photographs I have submitted, which were shared with both you and the technician, clearly show that my couches do not have excessive damage or stains. I have submitted multiple photographs as proof everything I have said.
  
  Sincerely,
  
  Arancha *******

  

  Business Response

  Date: 03/31/2025

  Upon inspection, it was determined that the sofa had multiple urine stains and marks throughout, indicating that the damage occurred over an extended period rather than from a single incident. Due to the excessive nature and widespread locations of the stains, it was concluded that the damage did not result from one occurrence but rather developed over time.
  Based on this assessment, the claim was denied, as it does not meet the coverage criteria. We do not cover Stain claims that happen over time seeing this is not a cleaning plan it is for accidental stains that happen on a single occurrence. Please see the documents provided that outline the terms of the stain protection plan. Thank you for your understanding.