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

  
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  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
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  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
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  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: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 financed a sectional couch and a set of tables at City Furniture at the ************** location in August of 2021 with my wife. We were told at the date of purchase that the items would be delivered to our home within a few months because of supply chain delays, this was fine. The tables came to our home first and they were fine. Then one side of the sectional arrived - wrapped in moving blankets and not in a box. We waited further for the second side even when the delivery dates that we were advised had passed without any communication from City Furniture. We called a couple of times and eventually the other side of the couch was delivered in December of 2021. When the second side of the couch was delivered, the delivery men attempted to connect both pieces of furniture unsuccessfully, and the delivery people left without resolving the problem or addressing the concern. This left the two sides of the couch disconnected which left a large gap between the two pieces that is a safety hazard for our young boy. We called to file a claim as soon as we could and were told that a technician would come to our location to take a look. When the technician came (January 2022) he clearly advised us that it was a used piece (see above where it was delivered without a box), and was defective and needed to be replaced. Since this meeting with the technician at our home, we have been waiting for the replacement and have had ZERO communication from City Furniture. We have had quite a few delivery dates given to us (we had to call each time), all of which passed with ZERO communication from CF. We were told that ***************** team should have told you that they weren't coming." which makes no sense as this was a warranty issue. We finally were called September 7th 2022 to be told the item is discontinued and thus a warranty replacement is not possible. After checking on their website/speaking to agents, the items are available for purchase. We would like a full replacement.

  

  Business Response

  Date: 09/16/2022

  The **** sectional is discontinued. We have access to see discontinued items before online is updated. The customer was offered a reselection for equal or greater value, if greater they pay the difference. This is for a warranty claim, therefore we can not offer a refund.

• 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.

  May 18, 2022 a part was ordered by City Furniture for a sectional I purchased from them. I paid for the warranty when we purchased the couch. The part is a motor for a recliner. I am 65 years old, with major health issues and purchased the set with the recliner for health reasons. Each time I call City customer service, they tell me I have to wait another 2 weeks, another month. September 18 will make 4 months I am waiting for this part. City purchases their parts from *****. Which is fine, but the motor is available here in the states. Why can't they make the exception since I am waiting 4 months and purchase locally? Also at no time did any sales person advise me that I would be forced to wait, with no follow up from City, 4 months for service. I am seeking your help to find a rapid or expedited resolution from City Furniture. My Invoice # is ******

  

  Business Response

  Date: 09/17/2022

  The customer has been assisted with a replacement for the ************* recliner. The replacement is scheduled to be delivered on 9/ 20.

   

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18024569
  
  I am rejecting this response because: 1) item is not delivered yet and 2) since the armless section is new and the other pieces are about 1.5 years old, coloring may not match.  It is to be determined that this remedy is satisfactory.  It is interesting to note, I have had to call ********************* on a weekly basis to secure a status, **************** people are extremely unhelpful and nasty.  It is only because I posted on social media and through this complaint that I have received any response at all.  Should not have had to taken this route to get City to do the right thing!  Thank you BBB for your help.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/20/2022

  The customer has their exchange scheduled for today 9/20/2022 between 1 PM and 3 PM. We will call the customer after the armless is delivered to check for satisfaction. Thank you for your patience.

• Initial Complaint

  Date:09/12/2022

  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.

  Purchased a couch, dining room set, and barstools in April 2022 with the additional warranty coverage purchased. In September 3, 2022 I submitted a warranty claim regarding issues and repairs needed with my couch, barstools, and dining room chairs. An appointment was scheduled for September 12, 2022 with a time frame of 8 am-9 pm (3 your window to be determined the day before). I took the day off of work, with loss of pay to keep my appointment commitment. September 11, 2022 I was given a 2 pm-5 pm time frame. On September 12, 2022 I received the following text from the technician:Good afternoon. A personal emergency has come up and I will, unfortunately, need to rescheduled all remaining service stops for the day. I will be returning to your area Wednesday and Thursday this week if you have a scheduling reschedule preference. I will otherwise be back out again Monday and Thursday next week. Please advise what would work best for you. Sincere apologies for the inconvenience.I responded to the technician that I had taken the day off of work, but Wednesday would suffice due to me being home. He did not respond. City Furniture informed me that I had a rescheduled date of October 1, which I did not authorize. I was told the only avaiacle dates that are dates that would require me to request another day off of work, NO PAY. I was told Wednesday, September 14 is not available. Unacceptable treatment by technician, and City Furntiure has no resolutions or back up options when something like this occurs!!

  

  Business Response

  Date: 09/13/2022

  We are sorry to hear the customer is having issues with their ********************. I show the customer has ********* scheduled for 9/14/2022  with ******* Elite Furniture Services. We will contact the customer after the service appointment to confirm satisfaction.

• Initial Complaint

  Date:09/12/2022

  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.

  We purchased an 8 piece dining set from this company along with other items. We also purchased a warranty. Two of the pieces to the set were damaged, so we filed a warranty claim. The tech came out & determined that they were irreparable & would replace the items. Fast forward to now, we have had no less than FIVE attempts to replace the items. We have made several attempts to contact the company, yet despite our requests for calls, not one call has been received regarding this issue. Weve had ZERO communication. Each and every time we are given inaccurate information and/or the wrong items are brought. I have text messages with customer support going back to June 2022 stating that we would receive a store credit and would be advised when it posted. We were then told that this would be a refund issued to us, and I was given an approval code from the support person for the refund. On Tuesday, 9/6/22, I was assured again that the support person was escalating the issue regarding the refund and that we would hear within ***** hours. Friday, 9/9/22, I once again contacted them and was told that it was once again not a refund, but a store credit. They require a salesperson to process online orders, despite the fact the the salesperson does nothing to earn the commission that I am forced to provide. I texted again to a salesperson and started working on an order. At this time, I was informed that they would be picking up the damaged items when the new pieces (NOT dining room furniture) were delivered. I was then informed that this is now a reselection as opposed to the credit. We paid for a warranty that they were unable to honor and then they expect to leave me with a dining set that seats 8 with only 4 chairs. We have been given the run around, lied to and taken advantage of for nearly one year. At this point, at the VERY least, I want a refund of the warranty that was paid & Id like the refund that we were promised several times. I have ALL text messages if needed

  

  Business Response

  Date: 09/12/2022

  We do not provide refunds on warranty claims. The customer is approved for a warranty reselection for equal or greater value of the ******** dining set, if greater value the customer pays the difference.

• Initial Complaint

  Date:09/11/2022

  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 want to start by saying, after we made this purchased I looked into this company and even on their own ******** website many consumers purchased "Buyer Be Ware" issues. We purchased 2 couches from a sales associate in the City/ Ashley Furniture store location in **********, ******* at *********************************************************** on Saturday, Sept. 3. The couches arrived a few days later and just after delivery we noticed and reported an issue with one of the couch corners measuring several inches lower than the others. In addition, the quality of the couches is not even close to the same as the floor model. It is so hard that it cuts off circulation to my feet and causes me major back and hip pain. We contacted the regular customer service line and the Corporate one to notify them of the issue with the couch corner and to see what our options were about returning the couches entirely since one came with a manufacturer defect and had all the other issues mentioned. Both reprepesentatives from the customer service line and the corporate line told me they could be returned but a local office would have to process it. After being transferred to the "local office" we were told that only a repair (scheduled 10/3 for next available- almost a month out) was an option and no refund, even though we reported it after 24 hours. After doing some fact finding, I was told by a local representative that due to our location, we were not given the same options as others in the country. I verified that if we purchased the item online or at a non-South ******* location, it would have not been an issue to obtain a return and one would easily be granted. I offered to pay a restocking fee and asked if a reselection was possible, but I was informed by the store manager and the "local customer service" representative that we will not be offered any options even though the quality and feel did not come close and one of the couches had a defect which was reported in the allotted time allowance.

  

  Business Response

  Date: 09/12/2022

  We are sorry the customer is experiencing an issue with their sofa. The sofa is currently scheduled to be inspected in order for us to properly resolve this claim.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 18009885
  
  I am rejecting this response because:

  1) This does not address the fact that we believe a bait and switch occurred. When you compare the interior product we received with the one we tested in the store. Many consumers posted reviews about the fact that this is likely not real leather due to the fact that it peels off the backing after they begin to use it, which we noticed after our purchases. 

  2) It did not address the fact that two separate customer service representatives ensured us the we could in fact receive a return. This includes one representative from the corporate office. 

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

  

  Business Response

  Date: 09/17/2022

  The furniture description is Leather/Vinyl. This is visible online and on the product description. Per our records the customer was advised no returns during all communications. We will inspect and proceed accordingly. 

• Initial Complaint

  Date:09/09/2022

  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.

  On June 9, 2022 I ordered a set of bedroom furniture + the warranty from City Furniture totaling near $3,000.00. The furniture was delivered on June 11, 2022, and at the time of deliver the 2 nightstands + dresser were damaged. I submitted the claim promptly with images as instructed. A few days later I was told that replacements would be ordered and it would take 9 weeks (conveniently just past the 120 day window to file a claim with my credit card) , but they would be delivered to my address. 9.5 weeks went by, and no one contacted me. Upon contacting City Furniture, it was found that no progress was made on providing replacements. After arguing about the replacement with the advisor and refusing their multiple attempts to provide me store credit, they agreed to ship me and set up new furniture. The day of delivery, I emptied my drawers and moved the furniture near the door for their conscience, they failed to follow through on the delivery & set up. Instead, they cancelled the scheduled delivery and rescheduled a new one for a week later. The following week the furniture that was delivered was USED and DAMAGED. When I refused the replacements, the delivery driver became aggressive in behavior; I hope the calls are recorded. While in the process of moving the furniture, they damaged a mirror. We notified a City Furniture employee, Chase, the same day who escalates to their district manager. As of 9/9/22 I am yet to hear back from City Furniture management. When calling customer service, they refused to escalate my call or transfer to someone else. I want the quality furniture I was promised, or I want a full refund. I will return the furniture. I also want to be reimbursed for the damage to my pre-existing furniture. I also would like to have City Furnitures business practices reported/investigated. It appears as though they are purposely promising dates outside of chargeback rights, which would be an unethical business practice if true.

  

  Business Response

  Date: 09/12/2022

  On the day of delivery the customer confirmed that the delivered ******************** was delivered in good condition. We spoke with the customer on 9/10 and the customer is scheduled for inspection/repairs on 9/22.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18006110
  
  I am rejecting this response because if you were to listen to the calls, I questioned the integrity of the delivery. The delivery driver then became aggressive, making me uncomfortable in my own home. 
  

  The incident was reported the same day, within an hour to City Sales Rep ***** of the *****,** location. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/16/2022

  The complaint was sent over to our warehouse team for review and coaching opportunity. Once again we sincerely apologize the customer did not have the experience we wish for all of our customers.

  The service is currently scheduled for 9/22.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18006110
  
  I am rejecting this response as my concerns and request for actions have not been addressed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/08/2022

  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.

  On May 15, 2022 I purchased a canopy bed from City Furniture for $1500. The bed originally was on back order. So the wait was set at 2 month. On may 28th i received half of the parts for my bed. On July 18th city furniture came to deleverages the remaining parts. Upon arrival i was told my bed which was supposed to be brand new was missing the hardware to set the bed up. So they left the remaining pieces of my bed in my apartment. The third delivery in August, I moved. I updated my address and asked them to remove an old number they had on file . City furniture came to my new apartment in Aug attempting a third delivery, upon arrival the delivery man pointed out. He doesnt have the correct parts to put the bed together and he showed me paper work stating my bed was not brand new as well as pointed out the scrapes on the wood. At this point this is now 3 attempts. I went back to city furniture to ask for a refund, i was told because the bed was already delivered they are not able to issue a refund. On sept 8th my bed was supposed to be delivered again! The driver was at the wrong address ! Why is my old address still on file after i updated it 3 times !!!!! My ex who i have a restraining order on is being called about my delivery when i asked several times including sept 8th to remove that number. I have been 5 months waiting on one piece of furniture! I can not receive a refund and when i call to speak to a supervisor, no one is there to be held accountable!

  

  Business Response

  Date: 09/10/2022

  We sincerely apologize for the delivery inconvenience. The Original delivery address defaulted once we created the exchange from the original invoice. The bed was successfully delivered yesterday 9/9.

• Initial Complaint

  Date:09/07/2022

  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.

  Claim#******** was filed in January for a tear and inadequate cushion on two of the recliners. Technician visited to service the furniture and said he would need additional parts to be ordered. We were advised that upon receipt of parts our furniture would be fixed. There has been no communication or response from City Furniture at this point. Tried multiple times to reach via the online chat only to be told someone would reach out to us. Also tried via phone and have been holding for over 1 hr to no response. Also have requested call back and has not occurred.

  

  Business Response

  Date: 09/09/2022

  We apologize for any inconvenience this may have caused. We spoke to the customer on 9/7 and advised of the parts that were ordered for the furniture. If the parts does not arrive on the estimated date given we will honor a full replacement.

• Initial Complaint

  Date:09/06/2022

  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.

  Order ******, case ******** City Furniture delivered furniture to our new home on June 1. 2022. During the delivery the delivery personnel damaged my ceramic tile floor. I filed a claim the same day. Since July 2, 2022 I have been trying to get City Furniture to get a contractor to our house in September to repair the floor. For 60 days I have received emails from City Furniture in home damage department that they are working on it. The day I filed a claim I was told they had contractors on staff that handle these types of issues.Thus, I am still waiting for a name of a contractor who will repair my floor and what date they will be at my house.It is very reasonable to obtain a contractor within 60 days to make the repair. But, I cannot get this information from City Furniture. Thus, this is not an acceptable way to treat a customer.

  

  Business Response

  Date: 09/09/2022

  Our home repair technicians are contractors and all of them are currently booked. The customer was offered compensation for the 1 damaged tile but agreed to wait until a technician becomes available to repair the tile.

• Initial Complaint

  Date:09/05/2022

  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.

  We received a damaged piece of furniture, ****** Mirrored Dresser $1999.95, *********, Order #******. Upon white glove delivery. They unwrapped the dresser and there was damage to the top corner. Delivery ******* has me speak to their **************** (CS) and they took pictures. Said they would get in contact with me. They did. We set up a service visit for 9/1/22. They arrived and I was told it could not be repaired and that CS would call me again for a resolution. CS called at 9/2/22, 9am from ************. The female agent asked me if I would like a credit to my Card, or a Gift Certificate to use in the store. I said Gift Cert. She then asked how much I was willing to take for the damage. I told her "whatever the limit is". She said I had to give her an ****** to enter into the system to be approved. I said "ok, 1/2 the cost of the dresser". She said "ok, that is $900". She entered the ****** in, and said it was approved. She then emailed me the gift cert to *************** Your $900.00 Gift Certificate, Gift Certificate ID: **************, Expiration Date: October 17, 2022. We went to the ******* store at noon that same day to use the certificate. We picked out what we wanted, sales person took the Gift Card and it was declined. The Manager and sales person called their CS/Accounting **** (3) times to resolve. They relayed that they cancelled the Gift Cert at 3pm and left me a message (which i did not hear at the time because we were in the middle of the purchase) because the Max ****** they would give me is $540. They put me on the phone for 1 of the calls and I relayed that "we had agreed on $900, they sent me $900", I went to the store and made an order for $1500 and I expect that the agreed $900 price should be honored. They said they will not honor it. I calmly said "This is unacceptable" and they hung up on me, and the store. I consider this Bait and Switch. I expect the $900 Gift Cert that was agreed upon and issued. Thank you.

  

  Business Response

  Date: 09/06/2022

  We are sorry to hear the customer had a poor delivery experience with us. On the day after delivery the customer reported that there was a chip on the corner of the dresser. We sent out a service for a Certified repair Technician to address the chip on the dresser. The Technician stated they would not be able to color match the dresser. **************** contacted the customer and offered a $900 Gift certificate to keep the piece as is. On that same day, the account was audited and we called back the customer and told them that this is a Day of the Delivery issue and the Maximum amount we can offer to keep the piece as is would be a Gift certificate for $540.The Gift certificate for $900 was voided that say day. They can apply the $540 Gift certificate if the customer would like to keep the piece as is or we can have the dresser exchanged once this piece is back in stock. We anticipate having the Monroe Dresser back in our warehouse between 11/23/2022 - 12/14/2022. We apologize for the inconvenience.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17920005
  
  I am rejecting this response because:  I asked what the maximum credit would be, and **************** told me I had to give them a number, so I said half.  The amount of $900 was agreed upon and accepted by City Furniture and the Gift Certificate was issued to me.  This would be an internal issue with their staff, not me.  Cancelling the agreed upon Gift card while I was at the store is unacceptable and was embarrassing to say the least.  They already tried to change it to $540 while I was in the store.  We had an agreement.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/09/2022

  The customer was contacted the same day to correct the error. We can offer $540 dollars if the customer chooses to keep the piece as is or we can replace the item.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17920005
  
  I am rejecting this response because:

  We are not interested in having City try and re-deliver and/or remove the dresser.  The "white-glove" delivery was done by inexperienced movers that could not get the ********** the stairs.  They heavily scraped the wall and 3 stairs because they got stuck half way up and struggled to complete the job.  You can ask the Supervisor that was on site.  This is a new home and we had the supplies on hand, so we re-painted the wall ourselves and rubbed out and touched up the scratched the best we could on the wood stairs.  Did not put in a claim.

  We are not accepting of any company agreeing on an amount, formally issuing a credit/gift card to me, then when I go to use it and the company decides to cancel and take the money back.  Not to mention, completely embarrass me at the store.  Is this even legal?  If this does not resolve, my next move is to find out if it is.  It won't be about the money any more.

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