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, Inc.

  1070 Bichara Blvd Lady Lake, FL 32159

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:03/13/2025

  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 purchased a Sealy mattress from City Furniture on Feb 11, 2025 They have attempted 4 different deliverers all with the same outcome. Each mattress has had manufacturers defects. each delivery has a different tracking order number starting with ******, ********************. I have requested a full refund. Today is March 12, 2025 and they were suppose to deliver another mattress, when they checked the mattress it had the same defects as all the other ones. They continue to threaten me with "this is the last exchange" and I have told them until they provide a defective free mattress I will continue to request an exchange. They have offered me a reselect but are unable to guarantee a defective product when delivered. I explained that I am not will to travel 1.5 hrs back and forth to their store, not counting the time I will have to spend there to pay more ******* money because they are unable to deliver a quality product. I have told all involved that I purchased a mattress from them in good faith and with ******* money only to experience continued disappointment. **************** is of no help and mostly inexperienced. I want a full refund, a consumer should not have to deal with this kind of experience especially when City Furniture provides defective merchandise continually with no resolve in sight640.93

  

  Business Response

  Date: 03/14/2025

  City Furniture values our customers and strives to provide quality products and exceptional service. We recognize that the repeated delivery of defective mattresses from the manufacturer has caused significant inconvenience and disappointment. We take full responsibility for ensuring a satisfactory resolution.
  In light of the situation, we are offering the following options to resolve this matter:
  

  Reselection Option:The customer may choose a different mattress from our inventory. While we cannot guarantee the absence of defects from the manufacturer, we will thoroughly inspect the product prior to delivery to minimize the chances of recurrence.

  Full Refund Option: Should the customer prefer, we are prepared to issue a full refund for the total purchase price of $640.93. We will arrange for the return of the current mattress in the customer's home at no additional cost.
  

  We have also escalated this matter to the manufacturer to address the ongoing quality control issues and prevent similar experiences for future customers.

• Initial Complaint

  Date:03/10/2025

  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.

  Good afternoon, I hope this message finds you well. I am writing to formally express my dissatisfaction with the recent experience I had concerning the cancellation of my online order with City Furniture, specifically regarding the additional fees that are now being charged. On May 10, 2025,I made the decision to cancel my order #******. While I understand that there may be policies in place for cancellations, which I followed but I was surprised to receive a notification indicating that I would be subjected to additional fees as result. As a customer, I believe it is essential to have transparency regarding charges, especially in situations where cancellation is necessary. The imposition of these additional fees are unfair, particularly since I followed the company policy regarding cancellation. I kindly request a detailed explanation of the rationale behind these fees and the specific policies that justify their application in this situation. I hope I can resolve this issue with them amicably, Thank you for attention to this matter, I look forward to you assistance regarding this complaint.

  

  Business Response

  Date: 03/11/2025

  We regrets that the customers experience did not meet the high standards they strive to provide. As transparency is a key priority, they want to ensure the customer has a clear understanding of their policies.
  Since the order was canceled before delivery, the customer is entitled to a full refund. A credit of $5,879.42 has been processed under credit memo #****** and will be applied to the original form of payment.
  Refunds for debit or cash payments typically take ***** business days to process, excluding weekends and holidays. If the customer has not received these funds within that timeframe or has any further questions, they are encouraged to reach out to City Furnitures **************** team for assistance. We appreciates the customers time and looks forward to the opportunity to assist them in the future.
  

  Customer Answer

  Date: 03/11/2025

   
  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:03/10/2025

  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.

  Purchased an entertainment center with fireplace that was described as and sold as 65 inches long. When it was delivered 3/8/2025 I measured it and it is only 60 inches long. When I contacted customer service they said that it is only 60 inches long and holds up to a 65 inch TV. When I explained that I was told wrong they offered me a trade however they do not have any entertainment centers with fireplaces for a 75 inch TV per their website AND I will be charged a restocking fee of 15%. Why would I be charged for something that is not my fault AND screws are already falling out of the bottom. I want resolution of a full refund and they can come pick up the piece of furniture.

  

  Business Response

  Date: 03/11/2025

  We regret that the customers experience did not meet the high standards we strive to provide. At City Furniture, we are committed to transparency, ensuring customers have the opportunity to view, touch, and measure products in-store before purchasing. Because of this, our policy does not allow returns or reselection once furniture has been delivered or picked up.
  On the day of delivery, our technicians confirm customer satisfaction before leaving. Additionally, the product description for the ******* Light Gray 65" TV Stand with Fireplace Insert on our website clearly states that it accommodates TVs up to 65 inches, along with full dimensions (***** W x ***** H x ***** D). The customer reached out two days after delivery, requesting a larger piece. As a courtesy, we offered a reselection with a 15% restocking fee, in line with our policy. Our return policy can be reviewed in detail at: **************************************************************.
  For reference, we have attached the product description and investment details. Should the customer have any further questions, they may contact us at ************ or email ******************************************* appreciate your understanding.

   

   

  
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23044726
  
  I am rejecting this response because:  a claim was filed Sunday morning but since customer service was closed they did not respond until Monday.  During the sale the salesperson ***** told us it was 65 inches and stated nothing that it was for a 65 inch TV.  As stated in my original complaint I expected the salesperson to know what 65 meant.  This is not high satisfaction customer service that they stated to the ********************.  When shopping I specifically stated I had a 75 inch TV so why would she tell me here is an entertainment center with fireplace that is 65 inches in fact my wife reiterated our TV size and was assured the cabinet was 65 inches long.
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 03/12/2025

  We are sorry that the customer is not satisfied with the previous resolution that was provided.

  Please see the attached picture of the customer showing the exact dimension as described on product. 

  ****** stand dimensions states it will fit up to a 65 inch TV.   It did not state it was 65 inches in dimension.

• Initial Complaint

  Date:03/06/2025

  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 purchased a sectional from City Furniture in August 2020 for $10,000, along with a $900 extended warranty valid until July 2025. The warranty was sold under the impression that it covered damages, yet City Furniture is using deceptive tactics to deny valid claims.Claim ***************** August 2023: I filed a claim due to stitching coming undone and fabric issues. A technician inspected the sectional and stated that it needed replacement. However, City Furniture denied my claim, citing "damage from usage," despite no such exclusion in the contract.February 25, 2024: I submitted another claim. The technician was rude, repositioned the sectional to take new pictures, and again claimed the damage was from usage. My claim was denied again.After pushing back, City Furniture initially offered to replace all 17 seat and back cushions. However, they later backtracked, limiting the replacement to only three cushions and forcing me to choose which ************************ False Advertising: The warranty contract does not exclude usage damage, yet my claims are denied for this reason.Deceptive Sales Practices: The warranty was misrepresented by the sales **** making it effectively useless.Bait-and-Switch Resolution: City Furniture initially agreed to replace all cushions but later reduced the offer to only three.Reasons for the Current Claim Foam Core Flattening The foam core has lost its integrity, affecting comfort, support, and performance.Stitching Seams Coming Undone The stitching is unraveling, compromising durability and aesthetics.Fabric Rips and Tears The fabric has deteriorated, impacting both function and appearance.Requested Resolution I demand that City Furniture fully repair or replace my sectional as covered under my warranty until July 2025. They must be held accountable for misleading customers and refusing to honor their warranty commitments. Please assist in resolving this matter

  

  Business Response

  Date: 03/10/2025

  We truly apologize for the frustration and inconvenience the customer has experienced with their ********************. We understand how important comfort and quality are, and we sincerely regret that the sectional has not met expectations.
  The sectional was delivered on 8/5/2022, and we received the customers ******************** complaint on 11/15/2023 regarding the cushions losing their shape. More recently, the customer filed another claim, stating that the seat cushions had significantly lost their shape and firmness, causing discomfort and an uneven surface. The customer also noted that the stitching was coming apart in several areas, which affected the durability and appearance of the sofa.
  To resolve the matter, we arranged for a certified technician to inspect the sectional in the customers home. As per the technicians report dated 2/25/2025, the technician was able to remove white stains from the back of the left sofa. However, the report indicated that the remaining areas of the sectional showed normal wear and tear on the cushions and side panels, with the softness and change in shape being consistent with expected usage over time.
  As our in-home service program covers only manufacturer defects in materials or workmanship, we must inform the customer that the claim has been denied, as the issues are due to regular wear and tear.
  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 your review.
  We understand this may not be the outcome the customer was hoping for, but we hope this offer reflects our commitment to providing the best possible service.

   

  
  

  Customer Answer

  Date: 03/12/2025

  Thank you for taking the time to respond. However, I need to clarify something. The attached document outlining the warranty terms does not mention that damage is excluded. Additionally, the attached picture was taken by your technician after moving my furniture and adjusting the cushions to improve their appearance.
  For reference, my own picture clearly shows that the core foam is flat and the stitches are coming undoneboth of which fall under the 1-3 year warranty coverage. Therefore, I am requesting that the couch be repaired or replaced, as stated in the warranty terms provided by your employee on the day of my purchase.
  At the very least, I am requesting a replacement of the seat and back cushions for the entire couch, as promised by your customer care department during our call.
  Thank you,

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23028669
  
  Thank you for taking the time to respond. However, I need to clarify something. The attached document outlining the warranty terms does not mention that damage is excluded. Additionally, the attached picture was taken by your technician after moving my furniture and adjusting the cushions to improve their appearance.
  For reference, my own picture clearly shows that the core foam is flat and the stitches are coming undoneboth of which fall under the 1-3 year warranty coverage. Therefore, I am requesting that the couch be repaired or replaced, as stated in the warranty terms provided by your employee on the day of my purchase.
  At the very least, I am requesting a replacement of the seat and back cushions for the entire couch, as promised by your customer care department during our call.

  
  Thank you,
  
  
  
  ******* ******

  

  Business Response

  Date: 03/19/2025

  We apologize for the inconvenience the customer has experienced. However, sinking seats are considered normal wear and tear, and we are unable to provide a courtesy part order.
  As an alternative, we can offer the guest 20% off a new purchase along with free premium delivery.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23028669
  
  I am rejecting this response because: Thank you for your response. However, I am not satisfied with the resolution provided, as it strictly follows the contract without considering the actual issue at hand. I expect the company to uphold its commitment to customer satisfaction and product quality.
  As I mentioned previously, I am not requesting a full couch replacement. I simply need the affected cushions with flattened foam cores to be replaced. This is a reasonable request that aligns with maintaining the integrity and functionality of the product. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/25/2025

  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 ordered a house full of furniture for our new home, close to ********. There were 3 separate deliveries. The first went perfectly. Professional delivery drivers, quick, efficient and careful. The 2nd delivery was the opposite, and while moving a large tv stand 3 separate gouges were made in the floor. My husband said something to them and the younger one took a picture and notified the company. We were first offered ****** to fix the floor. That was laughable so they ended up offering ****** or a ****** gift card. We said no we need the floor fixed. since then we have been given the runaround saying they are working on claim and that someone will call back in ***** hours but we receive no callback. This had happened several times. This all began in early January. I want this resolved.

  

  Business Response

  Date: 03/10/2025

  We regret that the customer did not have the experience we strive to provide for all our customers. During the customer's delivery on 1/3/2025, our technician reported that vinyl flooring in the living room was damaged while bringing in the furniture. Our customer service team offered a $250 gift certificate or up to a $200 check in the mail to settle the damage claim. The customer declined this offer and requested $500 to settle the claim. We then escalated the issue to our In-Home Damage team to further address the claim.
  We made several attempts to reach the customer, including leaving a voicemail on 1/6/2025, and following up on 1/14/2025 with another call and voicemail. In the voicemail, we advised the customer to email the In-Home Damage Team with a preferred time to reach them or to respond via email, as they are a separate department from ************** On 3/5/2025, we called again to follow up on the claim and left another voicemail. On 3/10/2025, we spoke directly with the customer, offering them more options to settle the matter. However, they declined the offer of either a $400 discount or a $500 gift certificate, stating that they are interested in receiving an estimate for the damages.
  We have forwarded all the details of the claim to the In-Home Damage Claim Manager to coordinate with a technician in the area and confirm an appointment for the estimate. The contact information for our *************** team is available via email at *******************************************************************. We have advised the customer that if we are unable to reach them by phone, they can correspond via email to get their claim addressed. We sincerely apologize for the delay and are committed to resolving this issue as quickly as possible.
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22991267
  
  

  Yes they did initially offer ****** however what my husband told them was he couldn't even get someone out to look at the floor for ******. He didn't request 500 he simply said he probably couldn't get anything done with even 500.00. 

  Regardless, I did receive a call from ******* in the claims department a couple weeks ago saying that they would have someone contact us about them doing an estimate when a technician was in the area. I then received a call on Monday the 24th from ***** following up and said that they could have a technician come and do estimate or we could do one and send to them. I told him we would wait for their technician and asked when it would be.  ***** said it might be this week, hopefully. I just want to say that I'm not sure how they planned on fixing a vinyl floor with ******. 

  Thank you for your assistance. I will await to hear from the technician, hopefully this week.

  
  
  

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/26/2025

  We apologize for any inconvenience and frustrations the delays has caused the customer.
  Our *** team is currently looking into getting an estimate for the repairs and will be following up with the customer as to the next step of action. 
  We really do appreciate the customer's patience and looking forward into getting the issue resolved as soon as possible. 

  Customer Answer

  Date: 03/27/2025

  I'm still waiting to hear from a technician, since the week is almost over I'm assuming it won't be happening this week.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22991267
  
  I'm still waiting to hear from a technician, since the week is almost over I'm assuming it won't be happening this week.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 04/22/2025

  We truly regret the inconvenience this situation has caused and want to assure you that were committed to finding a resolution. Our In-Home Damage Claim Manager team has been in contact with the customer, leaving a message on 4/19 and successfully speaking with them on 4/22. During that conversation, it was confirmed that the flooring in question is laminate.
  To move forward, weve requested an estimate from a local flooring specialist, ****************************, and are actively working to resolve this matter as quickly and smoothly as possible. We appreciate the customers patience and understanding as we work through the next steps.

  

  Business Response

  Date: 04/22/2025

  We truly regret the inconvenience this situation has caused and want to assure you that were committed to finding a resolution. Our In-Home Damage Claim Manager team has been in contact with the customer, leaving a message on 4/19 and successfully speaking with them on 4/22. During that conversation, it was confirmed that the flooring in question is laminate.
  To move forward, weve requested an estimate from a local flooring specialist, ****************************, and are actively working to resolve this matter as quickly and smoothly as possible. We appreciate the customers patience and understanding as we work through the next steps.

• Initial Complaint

  Date:02/25/2025

  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.

  Following is the history of my unresolved issue:Tuesday, Feb. 4th at 1:15pm: I filed a claim regarding a tear in my ****** **** Fabric Wedge; I received a confirmation email at 1:17pm that my claim had been received Tuesday, Feb. 11th at 2:13pm: I received a confirmed repair appointment of 2-13-2025 2-13-2025: The technician never showed up and I did not receive ANY communication. I called Warranty Claims and was told the technicians wife was sick and that the appointment had been rescheduled for 2-17-2025.2-17-2025: Again, the technician never showed up and I did not receive ANY communication. I again called Warranty Claims and was told the appointment had been rescheduled for 2-24-2025. No explanation was provided for why I was not contacted or informed that the appointment had been rescheduled.2-24-2025: Not wanting to lose another entire day of work, I called Warranty Claims to confirm that a technician would in fact be arriving. I was assured by Giomaira that the technician, ******, would definitely be arriving by 8pm. Yet again, and now for the third time, the technician never showed up.2-25-2025: I called Warranty Claims and was informed by Keneishb that the appointment had been rescheduled to 3-3-2025. I informed Keneishb that was not acceptable and demanded to be transferred to a supervisor. After being on hold for several minutes, Keneishb came back on the line and stated that the supervisors were all in a meeting and that I would have to wait for someone to call me back.

  

  Business Response

  Date: 02/25/2025

  We regret to hear about the customer's concerns with their ********************. On 2/20/2025, the customer spoke with a specialist from our ************************ who processed an exchange (303140-28) for the BA ****** **** Fabric Wedge (SKU: *******). The delivery is scheduled for 3/6/2025. Our team will follow up with the customer after delivery to ensure their satisfaction. We appreciate their patience and look forward to resolving this matter.
  
  
  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22987522
  
  I am rejecting this response because it is not accurate.  I did not speak with the **************** Specialist until 2-25-2025 after the BBB claim had been filed.  No conversations took place on 2-20-2025.
  
  A **************** Specialist did contact me yesterday on 2-25-2025 to arrange for a replacement piece to be delivered.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/04/2025

    We apologize for the inconvenience this has caused the customer. We are actively working to resolve the issue. The exchange for the sectional wedge is scheduled for delivery on Thursday, March 6, 2025 and is currently reserved. Our goal is to ensure the delivery meets the customer's expectations. We will follow up after delivery to confirm satisfaction. Thank you for your patience.  

• Initial Complaint

  Date:02/21/2025

  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.

  I ordered a couch which said on the website was IN STOCK. I placed the order and scheduled my delivery in advance for March 19th to not risk the item not being available at the time I would need it for. The representative at no point told me that a piece of the couch would not be available until the end of APRIL. I found out myself after when I checked my order confirmation. They insisted it was available to make the sale. So Ill have half a couch until they decide to deliver it. I just want honesty and integrity from a business.The representative also added things to my order I never agreed to and I had to call to get them taken off my order. To rectify my experience, they called me and offered me 30% off a new purchase 2/20/25. I called back 2/21/25 after deciding what item I wanted and they said the 30% was not correct and they were going to coach the representative that told me that. They continue to prove their incompetence. They stated they couldnt honor the 30% and even confirmed there were notes about this being offered to me as well as stating it was a recorded line. I would like to be honored the 30% off that was offered to me.

  

  Business Response

  Date: 02/22/2025

  We apologize for any inconvenience and frustrations this has caused.
  
  The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control.
  
  We do aplogize for the misinformation that was provided to the cutomer regarding the 30% off.  
  
  The most we can offer is the 10% if the customer is willing to wait for the back order items to come in.  The discount will be processed  after the delivery is completed. 
  
  
  

• Initial Complaint

  Date:02/21/2025

  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.

  Good morning, This is a formal request for a written recap of my recent conversation with the City Furniture ************** that was on 2/21/25 for a purchase of $4800.This is now the fourth issue with my order placed in January 2025, and I am beyond frustrated with the repeated problems. After waiting seven weeks for delivery, I now have to take yet another day off from work for a technician to fix my brand-new sofa. When I inquired about compensation, I was told my only options were to either keep the defective couch or accept a $25 store credit which is completely unacceptable.When you review my account, you will see the following claims since January 2025: Initial delivery - Furniture arrived, but the bed rails were damaged. I had to schedule another delivery and take a day off from work.Monday, 1/13/25 - Replacement bed rails were delivered, but I later discovered damage to the footboard.Tuesday, 1/14/25 - The battery pack in the recliner was defective, requiring another claim and scheduled delivery for 1/18/25.Tuesday 1/28:25 - Had to adjust my work schedule for a tech to come and fix my footboard. Thursday, 2/20/25 - After seven weeks of waiting, the sofa frame makes loud noises when reclining, and there is a noticeable gap on the right side of the couch. I have now had to submit another claim and take another day off work for a repair on a brand-new sofa.This level of service is completely unacceptable, and I expect City Furniture to take full accountability. I am requesting a full replacement or a complete refund, as I should not have to deal with repeated defects on a brand-new purchase.I need confirmation of how you intend to resolve this issue immediately. Please respond in writing as soon as possible.

  

  Business Response

  Date: 02/25/2025

  We apologize for the inconvenience the customer has experienced with their ********************. We have been in regular contact with the customer to address their concerns and have sent a Certified Repair Specialist to their home.
  The customer also communicated with our ************ team regarding the issues and was offered an in-home visit from a Certified Repair Specialist. To further assist, we offered a $50 gift certificate for the inconvenience. When the customer expressed dissatisfaction with this offer, we escalated the matter and extended an additional $100 discount on delivery fees, which the customer declined.
  To fully resolve the issue, we processed an exchange on February 24, 2025 (Order #******-23) for the ** Jayden **** *********** Reclining Sofa (SKU: *******). Unfortunately, the replacement item is currently on backorder. We informed the customer of the estimated arrival date provided by the vendor, which is between March 17, 2025, and March 27, 2025. We will reach out to the customer promptly once the item is available to schedule delivery. We appreciate the customers patience and are committed to ensuring their satisfaction.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22972782
  
  I am rejecting this response because:

  
  
  
  Thank you for your response and for outlining the steps taken to address my concerns. I appreciate the efforts made, including the Certified Repair Specialist visit and the offers of compensation. However, the continued delays and inconvenience have been frustrating along with the (4) repairs required from January 2025 to February of 2025. 
  
  
  Based on the email below, I understand that my replacement item is on backorder with an estimated arrival between March 17 and March 27, 2025. I would appreciate any updates if there are changes to this timeline, as well as confirmation once the item is available for delivery.  I was actually informed the estimated Delivery date is June of 2025 and would provide evidence of email from City. If the times have changed, I would appreciate follow up from City Furniture. There has been no communication about the change of time frame.  
  
  
  Given the extended wait, I kindly ask if there are any alternative solutions, such to expedite the resolution. My main priority is to receive a fully functional piece of furniture as soon as possible. 
  
  I appreciate your commitment to customer satisfaction and look forward to your prompt response.
  
  

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

• Initial Complaint

  Date:02/20/2025

  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 have bought several things here, one of them a table and chairs, with additional insurance for any problem, for example, I called the company and requested assistance and the technician never came to my house and they never gave me a solution.

  

  Business Response

  Date: 02/22/2025

  We apologize for any inconvenience and frustrations this has caused the customer.
  The customer was assisted with a  service repair on 02/21/2025.  Per the tech report, the scratches on the table are too deep and cannot be repaired.  These damages are caused by the customer and are not a manufacturer defect in the table. The *** does cover minor scratches; however, due to the extent of the damages, the claim was not covered.  
  The customer was assisted with an exchange for the 4 chairs scheduled for 02/25/2025.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 2022 order no. ****** was made which Includes a marble table top, table base and 3 yr home service. On which $1,228.46 was paid in cash for the above described items and $149.99 for delivery ************ includes repairs for Stains, scratches of the marble table top during 3 yrs. May18,2024 first claim made claim no. ******. Table top was replaced, but on a new invoice no. May 19, 2024 ************ was canceled under a new claim no. ******, without telling or giving me any written information or reimbursement of the 3 year plan I bought initially. Jan 5 2025 - second claim done no. ****** for stain on marble. Nothing has been done, because, supposedly, I do not have home service paid for this item. I paid for a 3 year home service plan, and I want starting on Dec 22, 2022 and I want them to comply with it. I did not canceled it, and if they did, they had to inform me and reimburse me, which they don't. So my home service plan shall be active until Dec 22, 2025

  

  Business Response

  Date: 02/19/2025

  We apologize for any confusion regarding the customers *************** Plan. Last year, when the customer was scheduled for a table exchange, the replacement table was on backorder. To avoid any delays, we offered the customer the option to reselect another table from our showroom. After reviewing available options, the customer was unable to find a comparable table and chose to wait for the original item.
  As a result, the customer still retains the original invoice, along with the *************** Plan, which remains active until December 2025. The *************** Program covers repairs or replacements for manufacturer defects in workmanship and materials. However, natural characteristics of the furniture are not included under this coverage. A service appointment is scheduled for Thursday, February 27, 2025, and City Furniture will follow up with the customer afterward to review the technicians report and discuss the next steps in detail.

  Customer Answer

  Date: 03/05/2025

   
  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,
  
  ****** Serbia