Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
• 

  CITY Furniture, Inc.

  1400 NW 167th St #3 Miami, FL 33169

  

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:10/05/2022

  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.

  Order on 05/24/22,Order#******,Macleary dark blue SKU 1644996,Total for all $2855.99.Delivered on 05/26/22, two days later I called the help center told them that the middle cushion was ripped and I have Protection plan but I should not have to use it because its only been two day of delivery. She ask me if I wanted someone to come and fix it or replace it, I said replace it new,She said ok, I have called them( ************ and all three times they said it has been ordered and it is now 10/05/22 and still no cushion, Last Call I told them if they can not send me a new one like I paid for to just give me a refund.And she said they can not do that, holiday are hear and I payed full price for furnisher that came damaged and I paid for protection plan and NO one can Honor the contract if you cant help me I will have no choice but to take them to court. And they afford $200.00 to stay with a ripped cushion, I did not want to stay with a ripped cushion I paid $2855.99 ( Thank You Bless Day )

  

  Business Response

  Date: 10/11/2022

  We apologize for the inconvenience. We have reached out to the customer regarding the claim for the Macleary Sofa. We spoke to the Parts coordinator about the parts order placed on 8/12/2022. We have one of these sofas in stock we offered to exchange this piece if the parts order is not in by the end of the week. We have also reached out to our marketing Department for the *** of when we will be receiving new inventory for the Sofa. We will contact the customer within 72 hours with the findings. Thank you for your patience.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress and according to the story policy I would have to buy the mattress protector, I was going to buy it when the manager said that I would not have to buy it and she left a note on my invoice saying this. Also,according to the story polices I could return the item in 21 days if not good but when I went there to return it bcs wasnt good to my husband who has back problems they didnt accept the return, even seeing the note. I called costumer care and they also denied the return because I had not bought the mattress protector. I dont think that I have to pay for this since I was authorized for the manager to buy it without the mattress protector.

  

  Business Response

  Date: 10/06/2022

  Per our store policy, in order to be eligible for a comfort reselection a mattress protector must be purchased. Based on our review, we will assist the customer with a courtesy reselection. The customer was contacted today and has been assisted.

  Customer Answer

  Date: 10/12/2022

   
  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:10/03/2022

  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.

  Ref: City Furniture order number ****** My experience with City Furniture has been a long string of frustration and poor service. Jul/2: I purchased $9,200 in furniture at City Furniture (*************, *********, *******) to be delivered in ******** (25% delivery cost = $2,300). Jul/29: I received an email for City Furniture 10% anniversary discount on everything. I called my sales associate and asked him to cancel the order and place a new one for the same items with the 10% discount. Later I was told that the 10% would be applied to my original order.Jul/29: received an email with a credit of $382. It is not necessary to be a mathematician to know that $382 is not 10% of $9,200., which is not 10% of $9200+$2300.Jul/30 to Sep/22: several unanswered emails sent to the sales associate and 2 calls with City Furniture **************** (they referred me back to the sales associate)Sep/22: I went to the store and spoke to the manager (Jash). He told me that my original sales associate (******) was no longer working at City Furniture to justify the lack of email answers from him. After reviewing the transaction, he told me that part of the refund was incorrectly applied through City Furniture system. He asked for 2 days to review the case with City Furniture Corporate. He also told me that the furniture would be available on Oct/1 Oct/3: no word from the store manager, although I sent him 3 emails (he only provided the email and refused to provide his phone number). Not any word either about the furniture delivery.In summary, City Furniture has a horrible customer service. The managers are helpful and friendly during the sale process but are not prepared to solve aftersales issues.

  

  Business Response

  Date: 10/04/2022

  We are sorry to hear the customer is having issues with our service. We have reached out to our sales team regarding the credits applied. This is a domestic shipment order, the customer lives in ********. We show on invoice # ******-27 that the Total Taxable Charges were for  $9,199.35 & the invoice was discounted for the amount of $920.00 off the purchase price Taxes were for the amount of $920.00 off the purchase price Taxes were for the amount of $64.40  bringing the credit amount to $984.40- at the point of sale. The 10% rebate is based on the inventory price of the invoice. All other fees are variables. Please see the attached document.
  
  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18157851
  
  I am rejecting this response because:

  There were 2 items in my complaint:

  
  1) Credit received is incorrect: City Furniture answer correctly provided the credit amount of $920 (10% of the sale value). The 10% reimbursement for the sales tax ($64.40) should not be applicable as this is a sale for out of state, and no tax had been collected. The payment I received from City Furniture was only $382.44, which is the same payment amount shown on City Furniture credit note (attached). I am also attaching a copy of a page of my credit card statement showing that I was credited $382.44. What the store manager explained was that part of the total credit of $984.40 was incorrectly applied to pay ******* tax ($601.96), which, again, should not have been collected for this out of state sale (********). My purchase also incurred a 25% transportation fee ($2,299.83) from ******* to ********, which should have been discounted by 10% as the value of the merchandise decreased by 10%, but the store manager mentioned that this will be done when the merchandise is delivered (to be honest, I have little faith that this credit will come without more complaints).

  
  2) Delivery date: I need a delivery date for my order, which has been pending for more than 3 months now.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/11/2022

  A credit for ($601.96) was applied to the customer's Mastercard ending in #**** on 10/7/2022 the credit of ($382.44) was credited on 7/29/2022 on the Mastercard ending in #**** for a total of $984.40 the additional 10 percent will be applied by the showroom manager once the furniture is delivered. We have reached out to our Domestic Shipment team regarding the *** of their delivery and will reach out to the customer as soon as all pieces are reserved and ready to ship . Once shipped Confirmation tracking will be available. Thank you for your patience.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18157851
  
  I am rejecting this response because:

  City Furniture fixed the rebate issue, but the most important issue, the fact that not a single piece was delivered since the order was placed on Jul/2nd, was never addressed. I was lied multiple times with fake delivery dates that kept getting postponed. The last status I had on Oct/13 was that several items would not be available until Feb/2023. So, on Oct/14, I cancelled the order# ******. I received a call few hours later from City Furniture Corporate Saler Resolution, acknowledging that they failed in this order, and assuring that I would get my refund in days. More than a week later, not a single word or refund dollar. I called customer care again (they should know me by now), they had no idea about the refund and at the end I was told that the store must provide the refund. I called the store multiple times, left messages, send message to the manager (***), but no answer so far. I re-purchased all the items of the cancelled order (more than $10K) from other sources on the same credit card, hoping to get the refund from City Furniture I have to pay for this new order. I need my money back ASAP.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/30/2022

  We apologize for the inconvenience the invoices were canceled on 10/29/2022. Please see the document attached. Refunds sent as a check for debit or cash payments take ***** business days to process excluding weekends and holidays. If you have not received these funds please call us directly by dialing ************  or email us at  **************************************** so that we can further assist. Thank you 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18157851
  
  I am rejecting this response because:

  On Oct/29, I was on a travel to ******* (I live in ********) and I spoke to a sales management trainee, *********************, who by the way is the most decent person I interfaced with at City Furniture. She explained to me that I will receive a credit card refund of $4,074.18 and a check for $6,440.60. If I had not showed up at the store, I am not sure this sale would have been cancelled. She mentioned that the check may take some days, but the credit card refund should be few days... 3 days have passed, no credit card refund yet. Also, ***** business days for a check is completely ridiculous!!! City Furniture wants the money immediately on the sale, but wants ***** business days to send a cancellation check. At this time of high inflation, cost of money is important. Will City Furniture pay me interest for keeping my money this long? I have a friend who knows the old owner and his son (current owner). I will definitely send this story to them, I can't believe they know how bad their customer care service is. The action I want is: I want my money back NOW. 

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

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18157851
  
  I am rejecting this response because:

  Order# ****** Order was placed on 2Jul22. After numerous delays and postponement of delivery, the order was cancelled on 16Oct22. A partial refund (40%) was made on credit card. The remaining ($6,440.06) is supposed to come by check, but nothing was received yet (1 month and 9 days since cancellation). I placed many calls with the customer service group and the sales agent of the store. Nobody is able to confirm and provide any information, very frustrating and poor support.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/02/2022

  A Check for the amount of $5903.04 was processed on 11/23/22. Checks usually take ***** days for delivery. The customer should receive the check by next week.

• Initial Complaint

  Date:10/02/2022

  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.

  Not happy with a resolution provided by customer service escalation department. My complaint is associated Invoice #******, case #********, and most recently reference #*******. This complaint is in reference to a Chaise lounge purchased in February of 2021. The Chaise was ordered in February and delivered sometime in September. Earlier this summer buttons started to come off of the Chaise. I called **************** and they informed me that I had stain protection on it and not In home service, therefore, I would have to pay an independent contractor $50 to come out. He told me that he could not repair it without new buttons. He then informed me that City Furniture would reach out to me when they had them in to reschedule him to come back out and finish the repair. Did not hear from City Furniture for 2 months so I reached out to find out what was going on. City Furniture **************** informed me that that model was no longer carried by them and that I would be able to reselect a new Chaise, however they only gave me a credit for $342.34 to reselect. The original cost me for me was $599 plus tax and that they were not giving me the $300 discount that I had received from Good **************** Needless to say, I was disappointed with this policy. I then called City Furniture CS back and asked to speak with the escalation department. After many hours spent attempting to deal with level 1 agents I was referred to the escalation department 2 times. Upon speaking with the escalation department, I was informed that I had a $342.34 "reselect" credit, and that I could get whatever I wanted and be able to retain the Chaise for my trouble. I then went to the store in WPB and was told that I would only receive the $324.34, however, I would have to give up the Chaise that we had already purchased for $599 . Finally, I was informed now that I have a $534 credit to once again reselect and lose the chaise. I do not understand what they are doing!

  

  Business Response

  Date: 10/03/2022

  We are sorry to hear the customer had issues with their chaise. The chaise was delivered to the customer on 9/7/2021. The customer reported that there were two decorative buttons on the chaise fell off on 6/4/2022.  The customer had stain protection but did not have *************** that takes care of such issues. We offered to do a parts order for the missing buttons however this piece was discontinued and we were unable to place a parts order for the customer. Due to the fact that we no longer carry this piece we offered the customer the option to reselect without penalty. The customer paid a discounted amount for the ****** Chaise, $249.95 plus tax. We wrote a credit memo for the chaise for $249.95 plus applicable taxes. The customer changed their mind about the reselection stating they did not want to pay more for another piece of furniture. The customer also requested we reimburse them for a 3rd party shipper Good Greek moving and Storage in the form of a $200 Gift card and was denied. We explained to the customer that he would get back the amount that he paid for the chaise and that if there were any additional discounts they would not apply.  We can only honor to credit what the customer paid for the chaise. We spoke to the customer on 10/1/2022 and advised them that we can extend this reselection up until 10/8/2022.
  The customer can visit the showroom and a sales agent will be able to pull up the customers invoice number and assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal to or greater in value than the original purchase. There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice. The documents the customer provided in this complaint is not a receipt it is what is in their shopping cart on our website and what they would have paid if they purchased this chaise today with Stain protection and In-home Service as a new order. It does not reflect the price paid on their original order in 2021. Please see the documents  attached .

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18153155
  
  I am rejecting this response because: They are not crediting me the full amount and are denying me the discount that I already received from Good Greek moving.  They also charged me a $50 service fee to not repair the Chaise.  They should be ashamed of this practice and if that is they way that they are going to choose to to business they have lost a customer.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/12/2022

  We do not pay for 3rd party shipments, Good Greek Moving & Storage is a separate company and has no affiliation with City Furniture. The customer did not purchase our In-home service Plan that covers service visits. The $50 the customer paid was for the service on 6/14/2022 by Mastercare Furniture Repair,  This fee covers dispatch and transportation to and from the customer's home.

• Initial Complaint

  Date:10/01/2022

  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.

  Upon delivery, their unprofessional delivery drivers brought my items up my stair without a box. Damaged my wood stair case that ive spent 20k on and only offered me a $120 certificate for compensation. $120 for a 20k wood staircase. Are you guys trying to laugh in our face? Not to mention all the money ive spent to this company. Not to mention the horrid customer service you guys have with other things that have happened with the company and the things ive bought. Absolutely horrid.

  

  Business Response

  Date: 10/02/2022

  The customer reported small scratches on the stair steps. Compensation or repair was initially offered, the customer requested repair. Due to scheduling delay the customer opted to receive compensation instead. On 9/17/2021 Our home damage team offered a $120 dollar check for the damage and the customer accepted. The customer received this check. We can not compensate any further for this closed claim.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I purchased a bedroom set from City Furniture on 07/05/2021. It took 3 months to be delivered on 09/09/2021. The headboard of the bed set was scuffed and dinged. I submitted a claim with the number ******** and they sent a technician to try to fix it but he determined it needed to be replaced. I reached out back In January 27, 2022 to get an update on when it would be fixed. An associate by the name of ********************* sent me an email saying It would have been replaced 04/16/2022. I reached out back today 09/29/2022 a year later and told it would not be replaced until 12/24/2022. This is highly unacceptable and city has broken their service contracts with me especially the fact that I took an extended warranty from them

  

  Business Response

  Date: 09/30/2022

  We are sorry for any inconvenience this may have caused. The customer has been assisted with a reselection for the bed. The reselection is for equal or greater value, if greater the customer pays the difference.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Hello, I filed a claim with the claim #********. about city furniture about delivering below standard furniture and they were supposed to replace it from earlier this year. They followed up saying they would call me to get it replaced on 10/3/2022 its now 12/21/2022 and no one from city furniture has reached out to me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/28/2022

  I am sorry to hear that you are not moving forward with the reselection as agreed on with ************** I am more than happy to provide you with an exchange for the bed, it is currently in stock. 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but I will like to wait until its fully rectified before closing the case.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2022

  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.

  TRANSACTION DATE: May 3, 2022 AMOUNT PAID: $2,433.94 BUSINESS COMMITTED TO PROVIDE: City Furniture committed to provide up to 120 days complete satisfaction with the mattress. Per their contract a REFUND would be issued within that time frame if we were not completely satisfied. NATURE OF DISPUTE: We notified the customer care office on August 4, 2022 of the deterioration of the mattress. We were told they couldnt help and we should go to the store where the purchase was made. On August 14, 2022 we went to the ********* store location where we had purchased the product. We spoke with **************, manager, regarding the issue with the product and she said to contact customer care office; she wasnt authorized to issue a refund. We complied with the time frame requirements that were stipulated. City Furniture is NOT STANDING BY their repeated promise to give a refund within 120 days. BUSINESS TRIED TO RESOLVE THE PROBLEM: NO! NO! NO! Not only have they not tried to solve the problem but they continue to give us a run around and pass the buck. No one has contacted us. ACCOUNT INVOICE NUMBER: ******

  

  Business Response

  Date: 09/23/2022

  On 5/7 we delivered a mattress, mattress protector and foundation to the customer. The customer contacted our customer care center on 8/4 requesting a refund. Our store policy is no returns nor reselections after delivery is made. However, with the purchase of a mattress protector customers are allowed a 1 time reselection with fee after sleeping on mattress for 21 days and can request this reselect up to 120 days of having the mattress. Please see attached policy for mattress reselection, this can be found on our website and on the customer investment paperwork.

• Initial Complaint

  Date:09/17/2022

  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 bought furniture on Jan 2022 I yet have a resolution. Several deliveries have been attempted but the some of the furniture still co.e defective. My sofa was broken not able to be fix so they gave me the option to re-elect in Aug we are I. Sept and still no price total for re-selection

  

  Business Response

  Date: 09/19/2022

  We are sorry the customer was unhappy with the ********************. The customer reported their  ***** micro sectional and Bronx table set were damaged. We sent a certified repair specialist to the customers home and it was deemed defective. We offered the customer a re-selection for both the sectional as well as the table and chairs due to the items being damaged and the customer has In-home Service. We wrote a credit memo for the customer to go to the store and reselect different sets. On 9/18/2022 the customer spoke with customer care supervisors and the store manager **** stating the credit given was not correct. CM # ******-23 Is for ($3,493.65). On 9/18/2022 the customer was offered an additional 10 percent off of inventory cost as a discount to be applied at the point of sale of the new invoice. The customer can visit the showroom and a sales agent will be able to pull up the customers invoice number and assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal to or greater in value than the original purchase. There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice. The customer is responsible for any difference in payment above the amount of the re-selection and credits applied to the account.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18039983
  
  I am rejecting this response because:

  January 2022 Multiple returns, extended delivery date,back order, defective furniture, no ******************. No one to talk to in corporate. Multiple people call me and promise to look over the account and never get. A call back.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 10/21/2022

  The customer was assisted with a reselection and a 12 percent off discount. The customer requested more and that was declined.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18039983
  
  I am rejecting this response because: I originally was given a 12% discount for my orginal sale back in January of 10k.  I paid for premium delivery "delivery crew checks item for damag and scratches in warehouse.  Items come damage so therefore company is not doing as advertised.   Drivers came to my house parked the truck never got off ti deliver and when my brother came out of the house the had canceled the order when they were still within their time frame. I have camara and proof of what happened that day.  The list of complaints are ongoing, and they have all the notes of the extensive problems I have had.  I should be awarded additional discount from my 12%.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:09/15/2022

  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.

  Transaction date: 09/11/2022 Amount: $359.23 Case number ******** Order was placed incorrectly the first time and the wrong size chairs arrived. Attempted to send back, driver refused stating had to speak with customer care. ******** care stated it was a store issue and would have to contact sale associate. Attempted to reach sale associate for a whole week and left numerous message to no avail. Went to the store spoke with manager who confirmed it was their error and reordered the correct size and scheduled delivery/swap. ******** arrived and driver refused to take the incorrect size chair stating it was not in his order. Called customer care and once again they confirmed it was their mistake but driver was refusing to return to take the items and would have to schedule another delivery/pick up date. Upon inspection of the new chairs, the product was damaged. ****** claim submitted for non-structurally sound chair and was asked if I would like to keep the damaged chair instead. I requested a complete refund and to have the product taken back. They refused and are now claiming the product is on back order until December 31, 2022. I have lost whole two work days because of "their mistakes".

  

  Business Response

  Date: 09/17/2022

  We apologize for any inconvenience this may have caused. We will pick up the chairs and honor a refund. The customer was contacted today to review this claim but could not be reached. We left a voice message.

  Customer Answer

  Date: 09/19/2022

   
  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:09/14/2022

  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 this on behalf of my mother whom is 71yrs old. Order#****** ref#********. Less than 2 weeks ago my Mother went to buy a mattress from City Furniture. She was assisted by a salesman named *************************** in the ********* ******* location. My mother bought a Foam Mattress for $3,363.67. The salesman told my mother that she has 120 days to exchange it if she wasnt happy. My mother trusted the salesman and purchased the mattress and only knows what she was told, she was never provided a copy The Refund Policy states that City Furniture will not accept the mattress back if you don't purchase a mattress protector. This is where the salesman misinformed my mother and never mentioned anything about the Mattress Protector. There is no reason why my mother would refuse to buy a $100 mattress protector and forfeit her refund or exchange while spending $3,363.67. This was clearly Negligence and on the salesman side. After sleeping on the bed for a few days my mother is stating she is having an allergic reaction to the mattress, explaining it is difficult to breath, something smells and having difficulty sleeping. She has been sleeping on the sofa for a week because she cant sleep on the Mattress. She tried to call the salesman *************************** but he doesnt return her calls and is no where to be found in the store. I called the service line, the complaint line and unfortunately no one can assist. I asked for Proof of my mothers signature that she refused the Mattress protector and no one can provide that. The store stated that ***** made a note in the computer that my mom refused but My mother never signed off on that refusal. In fact the Refund / Exchange policy was never provided to her. The only copy she received was the receipt of payment. See attached . This is a very upsetting situation, my mother sleeping on the Sofa at age 71 after spending $3,363.67 because a salesman was negligent. We are asking for an exchange. I pray you help us.

  

  Business Response

  Date: 09/16/2022

  Per our store policy there are no refunds nor reselections after delivery is made and confirmed. The sales representative confirmed that all policies were reviewed upon purchase. Since the customer is reporting an allergic reaction a team member will follow up with the customer.

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 18026341
  
  I am rejecting this response because: It's clearly the sales word against my mother.  You do Not have any evidence that the refund policy was provided in writing and you do not have any evidence that my mother refused to purchase the mattress protector except the sales persons word.  

  I am considering small claims court to deal with this matter as you do not have any written evidence to provide either that my mother was given the information or that she refused required product.  

  We have spent over $10K in the past in furniture purchase and never had a problem.  This situation completely sickens me.  It is not my mothers fault if the salesman neglected to provide the required information.  

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