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.

  9951 Interstate Commerce Dr Fort Myers, FL 33913

  

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: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

• Initial Complaint

  Date:02/17/2025

  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 bed set for my son which recently had a stroke from City Furniture in ********************. I made the purchase including box spring for delivery 2/15/2025. I received the shipment except for the box spring which was a clearance item. The sales team neglected to call me and notify me that the box spring was already taken. I had to initiate the call to see why the box spring was not delivered. City Furniture then tried to tell me that I owed them more money for another box spring in which they had available. As far as I'm concerned it was their mistake, and the box spring should be set at quoted price in which I signed for. City Furniture then set up shipment for a day that I wouldn't be home. Due to going out of town, I requested shipment to arrive 2/22/2025. They could not make this happen. So, I am now stuck with making payments on an incomplete set because they refuse to refund me. This is bad business and customer service is not a priority. I will never make another purchase and let friends and family also know never to make a purchase with City Furniture. order number 799170/777979

  

  Business Response

  Date: 02/19/2025

  We apologize for the misunderstanding regarding the customers invoice #*********. We understand how billing issues can cause confusion and appreciate the customers patience throughout the process.
  The customer originally purchased a nightstand and the ***** bed. A separate invoice was created for the box spring, which was mistakenly written as taken directly from the showroom instead of being scheduled for delivery. The sales team has since corrected this, and the box spring is now scheduled for delivery on Friday, February 21, 2025. We will follow up with the customer after the delivery to ensure their satisfaction. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the issue.
  

• Initial Complaint

  Date:02/15/2025

  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.

  In May 2023, I was visiting furniture stores looking for a sofa. At the time, I was expecting to close on my home the following month.Since I anticipated moving in June, the seller advised me to pay the taxes on my future order to ensure availability.Unfortunately, my closing did not go through. I contacted the salesperson to inform him, and he told me to wait until I had a new closing date to finalize the payment and schedule delivery.A year later, I finally purchased a home, but with a different floor plan, so I ended up buying my sofa from another store.On November 24, I went back to City Furniture to explain what had happened. The salesperson promptly assisted me in issuing a refund by check. However, the check was mistakenly sent to the wrong addressthe address on file for the house I didnt buy.The manager was immediately called, and she added a note for the financial team, updating them with the correct address. Since then, I have been trying to receive my refund. I have opened multiple tickets through the chat, but I have yet to receive a resolution.Attached are the supporting documents.

  

  Business Response

  Date: 02/19/2025

  We apologize for the inconvenience this has caused. We have contacted our accounting team, and they are in the process of reissuing the check. Please note that refunds issued by check typically take ***** business days to process, excluding weekends and holidays. The new check will be sent to the following address:
  ***********************
  *******************************-3539
  Thank you for your patience and understanding during this process.

  Customer Answer

  Date: 02/19/2025

   
  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:02/12/2025

  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.

  DO NOT EVER BUY FROM CITY FURNITURE OR THE ***** COUCH. On December 30th, my husband and I bought an entire household of furniture. We had made several trips to the store, tried out a bunch of the items until we decided on the ones we loved. In the store, a few unhappy customers warned us about the specific couch we were buying. We decided on the ***** cloud dupe. It had been my dream for years. Our salesman said not to worry we have a 30 day try out period, if we dont like anything and that hed be in contact with us until our delivery at the end of January. The day after we made our purchase, we wanted to remove something, our salesman completely unresponsive. The couch gets delivered end of January, right away we were not happy with the couch as theres no structured support, we try contacting our salesman with no response back. Its been several weeks now, we still think were fine because we were told about the 30 day try out period. I cant sit on the couch, im pregnant, I have zero support it gives me insane body cramps. My husband has sat on it only a few times & just went to the chiropractor for back pain. This is such an awful couch, the pillows are sagging off and completely flat as if were sitting directly onto the bases of the couch. Something a previous unhappy customer warned us about. Ive been trying to get ahold of customer service, everytime I call they say a manager will call me back. No one has called me back. I was told 2 days ago that *******, the supervisor, would work a deal out for us to return the sofa. Of course no one followed up. WORST COMPANY EVER. Their employees straight up lie to you, ghost you, scam you and their items are absolute garbage. We are trying to return this brand new couch that is causing us severe issues, we paid for items that weve never even received and its been almost two months since our order date. All we want is to get a refund on the items we have not received and to be able to return our couch please.

  

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the frustration and inconvenience you have experienced. City Furniture strives to provide quality products and excellent customer service, and we regret that the customers experience has not met those expectations.
  Regarding your concerns about the ***** sofa, we understand that comfort preferences can vary, and we are sorry to hear that it has not met the customers needs. However, in-store purchases are considered final upon delivery, and we do not offer a "30-day try-out period" for furniture. While we strive to provide accurate information at the time of sale, we apologize for any miscommunication that may have occurred.
  In regard to the items that have not yet been received, we would be happy to review the customers order status and provide an update or assistance with resolving any outstanding issues. If there are any damages or defects with the sofa, we can arrange for a service inspection to assess possible resolutions.
  We truly regret any miscommunication and frustration you have faced, and we appreciate your patience.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22935150
  
  I am rejecting this response because I was told the manager would call me to offer a refund resolution for the sofa. Why will no one reach out to me about this? I know of several customers who have returned this sofa based on comfort. When we were picking out the couch in the store, a customer warned us and said do not get this couch. Ive had it for a few weeks and im currently exchanging it for a different couch because all of the pillows flattened. The same thing has happened to us. This is not something we paid thousands of dollars for to end up not being able to use our sofa. I expect a better resolution. Or we will move forward with other complaints and going directly to our credit card company. 
  
  Sincerely,
  
  ******* ******* Razak

  

  Business Response

  Date: 02/13/2025

  We understand the customers concern and appreciate the opportunity to clarify.
  The ***** collection is designed with a down-blend fill, which provides a plush and comfortable feel. Due to the nature of this material, regular fluffing and adjustment of the cushions are necessary to maintain their intended shape and comfort. If the item was viewed in our showroom prior to purchase, this characteristic would have been noticeable.
  As this is a normal feature of the design and not a defect, we are unable to offer a reselection, as our in-store purchase policy does not allow for exchanges based on product characteristics. We recommend regularly fluffing and rotating the cushions to maintain their shape and comfort over time.

• Initial Complaint

  Date:02/12/2025

  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.

  We purchased a sofa sleeper a side chair and a dinette set from City Furniture at their ******* location. The salesman, ***** never mentioned that once we took delivery the sale is final. We did not see the color or the actual sleeper sofa in the store. When the items arrived first of all there is a very strong and offensive smell of the sofa and side chair. The sofa is too bulky, uncomfortable and looks grey. We were told it would be a light beige. The chair has a defective crease on the backside. Two of the four dinette chairs are damaged and the glass table is scratched. Outside of those issues this furniture does not fit properly in our space. We called customer service and they advised that none of these items can be returned. If you go online you can see that someone that makes a purchase has 3 days to return the items. Why cant we do the same? We did not see the color or the actual item in the store. We need this stuff out of our house asap. We purchased it with a credit and we have already disputed the charge with the credit card company.

  

  Business Response

  Date: 02/12/2025

  We regret that the customer did not have the experience we strive to provide. At City Furniture, we aim to be clear and transparent about our policies. Since customers have the opportunity to view, touch, and measure their selections in-store, we do not permit returns or reselections once furniture has been delivered or picked up. Customers may cancel orders one or more days before the scheduled delivery date, but same-day cancellations incur a restocking fee.    Our return policy can be found on our website at: **************************************************************************;
  We spoke with the customer on February 12, 2025, regarding their claim and offered an exchange or reselection with a 15% restocking fee and a premium delivery fee. If the customer chooses to reselect, they may visit the showroom, where a sales agent can assist them using their invoice number. The amount paid from the original invoice will be applied toward the new purchase, which must be of equal or greater value. Upon delivery of the new furniture, our technicians will remove the old pieces from the customers home.
  Please note that the *************** Program does not transfer to the new purchase. If the customer wishes to have this coverage, they will need to add it to the new invoice. This offer is valid until February 26, 2025. For any further questions, the customer may contact us at ************ or email ********************************************** you .

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22932623
  
  I am rejecting this response because:

  I did not see the color choice in the store and did not see the sleeper sofa in the store.  I saw the regular sofa in a different color.  As for the dining chairs, two out of the four were damaged the quality was poor. I wanted them to pick up the furniture within  a half hour after they were delivered.  Since I did not see the sleeper or the color in the store I should be given the same 3 days return policy as the internet customers.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/13/2025

  Thank you for reaching out to us regarding your recent purchase. We understand your concerns and appreciate your feedback.
  Our return policy applies differently to in-store and online purchases. In-store purchases are considered final once delivered, as customers have the opportunity to see and experience the furniture before making a decision. Since the customer purchase was made in-store, it does not qualify for the three-day return policy offered to online orders.
  Regarding the dining chairs, we take product quality very seriously. If any items arrived damaged, we would be happy to assist the customer with a service claim to resolve the issue. Keep in mind we can still honor the reselection with 15% restocking fee and a new premium delivery fee.

• Initial Complaint

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dont buy any products from City Furniture.On February 4, 2025, I received the chairs I purchased from order ******. On the same day, I submitted a claim, number ******. Today, February 11, my claim remains ignored, and due to the missing protection on the base of the chairs, my wooden floor has suffered scratches. This company is unreliable and only cares about selling the product, but not about the customer.

  

  Business Response

  Date: 02/17/2025

  City Furniture extends its apologies for any inconvenience the customer has experienced. The team spoke with the customer on 2/13/2024 regarding their claim and shipped floor glides for the chairs via *****. According to ***** tracking (#**********************************), the package was delivered to the customer's front door on 2/15/2025.
  Should the customer have any further concerns, they are encouraged to contact City Furniture directly at ************ or via email at ***************************************** We appreciate the customer's patience.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22929825
  
  I am rejecting this response because:
  Ten days after the claim, the City Furniture representative refused to repair the damaged floor and declined to provide any compensation for the damages. He only sent me the missing plastic parts for the chairs via ****** acknowledging the mistake but refusing to fix the damage.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/26/2025

  The customers chairs were delivered on February 4, 2025. On February 5, 2025, the customer submitted an online claim stating the floor glides were missing. We attempted to correspond with the customer via SMS regarding their claim but did not receive a response.
  On February 13, 2025, a Communications Representative reached out to the customer directly to follow up on this ******************** claim . Upon confirmation, we promptly mailed out the missing floor glides, which were delivered on February 15, 2025.
  Prior to receiving the BBB complaint, there were no phone calls made to our ************* team regarding this issue. The chairs were properly wrapped and delivered to the customers home. If the customer reported the missing floor glides on February 5, 2025, but continued to use the chairsresulting in floor damageCity Furniture cannot be held responsible for the damage incurred.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22929825
  
  I am rejecting this response because:
  IT IS NOT TRUE that they contacted me and I did not respond. They only said that the item could not be repaired at home. That does not make sense because it was just about installing the bumper protectors. Given this nonsensical response, I went in person to the store where I made the purchase and showed a salesperson the confusing message. The salesperson explained that it is actually a computer-generated response and that I had to wait for a call.
  
  
  City Furniture acknowledges that on February 15 they sent the missing floor glides. This proves that the *** message did not make sense when they stated that the item is not reparable in your home. I am sending an attachment as proof.
  
  
  The chairs were delivered properly wrapped, and I had to unwrap them myself. This was a major mistake by City Furniture staff, who left the chairs and left. City Furniture offers two types of delivery: standard and premium delivery. The invoice clearly shows that I purchased the premium delivery service, which includes unwrapping and inspecting the product for any manufacturing defects. This is a perfect example that the product was not inspected as required by the premium delivery service.
  
  
  IT IS NOT TRUE that the chair continued to be used. On the same day, it was set aside from the rest of the chairs, but the damage had already been done. I am sending attachments as solid proof of the premium delivery service and the nonsensical *** sent by them.
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 02/26/2025

  I send the proof for Premium delivery and SMS.Thank you.

  

  Business Response

  Date: 03/10/2025

    City Furniture sincerely regrets any inconvenience the customer has experienced. This matter has been shared with our Leadership Team to ensure continuous improvements. As previously stated, the missing floor glides were promptly shipped and delivered on February 15, 2025. While we understand the customer's frustration, the chairs were used while waiting for the glides, which ultimately led to the reported floor damage. As a result, City Furniture cannot assume responsibility for the scratches. The customer's full delivery fee of $179.99 has already been adjusted, and no further action will be taken regarding this claim.  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22929825
  
  I am rejecting this response because:
  Unfortunately, City Furniture has not carefully read the last message sent on February 26, where it was explained that only one chair was missing the floor glides and was immediately taken out of use after discovering the scratches. City Furniture claims that they refunded $179.99 as an adjustment.
  
  
  According to the companys policies, if a customer pays for a service, such as premium delivery, and within the next two weeks a promotion offers a discount on that same product or includes the premium delivery for free, the customer can file a claim, and the company will refund the amount paid. In this case, the $179.99 refund was issued due to the promotion, but this does not exempt them from ensuring the quality of their delivery or from supervising the condition of the product delivered.
  
  
  Unfortunately, City Furniture refuses to take responsibility for the scratches caused, unilaterally distancing themselves from this claim and evading accountability.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/12/2025

  We sincerely regret any frustration this situation may have caused. However, as the chairs were used without the floor glides while the claim was still pending, we cannot assume responsibility for any resulting floor damage. We encourage our customers to wait for a resolution before continuing to use a product when a reported issue may affect its intended function.
  We apologize for any inconvenience and appreciate the opportunity to clarify our position. If there is anything further we can assist with, our ************* team is available by dialing ************ or the customer can email us at ***************************************** Thank you for your understanding .
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22929825
  
  I am rejecting this response because:
  Unfortunately, City Furniture did not read the messages I previously wrote. Only one chair was removed because it did not have the protectors. It was removed on the same day it was received. That same day, the damage to the floor occurred, and it was immediately isolated from the rest. City Furniture intentionally avoids answering the specific questions asked, evading responsibility toward the customer.
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/05/2025

  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 made a purchase of over 10K with City Furniture in 2021, where I purchased the in-home service warranty. Last year I requested someone to come look at my sofa for possible repairs on scratches. The technician showed up, took pictures and claimed he could not fix the issue because it wasn't covered in the warranty. He then proceeded to leave and nothing was done to fix the sofa. Fast forward to this year when the warranty is set to expire, I call City Furniture to get my money back for the unused warranty and now they are claiming that because they sent a technician to my house, I can not get my money back. No one informed me that simply sending a technician out to my house means the warranty would be used. In fact, the warranty never was used because no one fixed anything. I am requesting the money back for my unused warranty and an apology from City Furniture for basically trying to scam me out of over 1K.

  

  Business Response

  Date: 02/10/2025

    We are sorry to hear the customer experienced issues with their warranty   coverage. The customers purchase was made on 12/30/2021, with delivery completed on 01/04/2022. On 09/12/2024, the customer filed a warranty claim stating that two barstools had chips on the legs and scratches on the seat. A service request was created, and a Certified Repair Specialist was sent to assess the reported issues.
  According to the technicians report dated 09/16/2024, the sectional had excessive dog scratches, which are not covered under the *************** program. The technician performed a touch-up on the barstool legs; however, the scratches on the seat were determined to be the result of normal wear and tear rather than a manufacturer defect. As outlined in the terms and conditions of the *************** program, coverage applies only to manufacturer defects in workmanship and materials.
  Additionally, regarding the customers inquiry about the *************** Gift Certificate, these certificates are automatically mailed to the customers billing address when the service term expires and remains unused. Since the customer utilized their *************** benefits, they were not eligible for the gift certificate at the end of their three-year term.
  Attached are the relevant warranty terms and the technicians report for review.
  Thank you for allowing us the opportunity to clarify this matter.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22902580
  
  I am rejecting this response because:

   

  Dear City Furniture Representative,

  
  Thank you for your response and for providing clarification on the warranty coverage. However, I would like to formally express my concerns regarding how this matter was handled and request further review.

  
  When I initially filed my claim for the barstools and sectional, I provided detailed pictures and was guaranteed over the phone that the issues would be addressed without any problems. Based on this assurance, a technician was dispatched to my home. However, the technician was at my home for only 510 minutes, took pictures, and stated that nothing could be done before leaving. No repairs or service were actually performed.
  Had I been informed that simply having a technician assess the issue would count as using my warranty benefits, I would not have proceeded with scheduling the appointment. Additionally, as per the warranty terms, if an item cannot be repaired, City Furniture is required to replace it, which did not happen in this case.
  I also find it unacceptable that after spending over $10,000 on this purchase, I am now being denied the *************** Gift Certificate, despite receiving no actual service for the items claimed. As no repairs were completed, I formally request that the *************** voucher be honored as per the policy for unused benefits.

  
  I kindly ask for this matter to be reconsidered and for a resolution that fairly upholds the warranty terms as they were originally communicated to me. Please let me know how we can move forward.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/11/2025

  City Furniture is committed to standing behind our service agreements while adhering to the terms and conditions outlined in the program.
  As part of this commitment, we dispatched a certified repair technician to the customers home to assess and, if possible, repair the reported damages. According to the technicians report, the sectional exhibited excessive dog scratches, which are not covered under the *************** Plan. Additionally, while the technician performed a touch-up on the barstool legs, the scratches on the seat were determined to be the result of normal wear and tear rather than a manufacturer defect. As clearly stated in the terms and conditions of the *************** Plan, coverage applies only to manufacturer defects in workmanship and materialsnot pet damage, accidental damage, or general wear and tear.
  Furthermore, at the point of sale, the customer received a discount of $990.00, significantly reducing their original purchase cost. The *************** Plan was purchased for $1,115.92, and to date, we have already paid out $143.99 to dispatch technicians for service.
  Given these factors, we regret to inform the customer that we are unable to offer any additional concessions on this account. We have fulfilled our obligations under the *************** Plan by providing professional assessments and applicable touch-*** within the coverage terms.
  City Furniture remains committed to delivering quality service while ensuring fairness in applying our policies. Please see the document attached . Thank you  
  

  

  Business Response

  Date: 02/11/2025

  Please see the document attached. Thank you. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22902580
  
  I am rejecting this response because:

  
  I am writing to express my dissatisfaction with the recent service experience Ive had with City Furniture. I placed a warranty claim both over the phone and online, providing detailed pictures of the issues with my furniture. The representative I spoke with assured me that these issues were covered under my warranty and that a technician would be able to repair the items.

  
  However, when the technician arrived, he simply assessed the furniture without attempting any repairs. He informed me that the issue could not be fixed and left, resulting in my warranty being rendered ineffective without any resolution. This situation is completely unacceptable, particularly given the significant investment I made in both the furniture and the warranty, totaling over $10,000.

  
  To add to my frustration, I have now been informed that I am unable to receive a refund for the unused warranty. At the very least, I believe City Furniture should offer a credit toward future purchases to make amends for this disappointing experience.

  
  The customer service I have received throughout this process has been extremely disappointing, and I am truly disheartened by the lack of support and resolution provided, especially as a long-time City Furniture customer. I trust you will take the appropriate steps to address this matter and restore my confidence in your company.

  
  I look forward to your prompt response and resolution.

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

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 11 2025 I went to the store to purchase a new sectional. When it was delivered they sent the wrong configuration. I've called plenty of times to resolve the issue and they are not working with me seeing that I'm out of town. I wanted to schedule a pick up and have it refunded because I am not there to check out the new product when and if it will be delivered. When I call they say a manager will call me back in 24 to 48 hours and I have not received a call. I spent $1600 on something I can't use. Now I just want a refund. I also called within there 24 hour period.

  

  Business Response

  Date: 02/04/2025

  We regret to hear that the customers experience did not meet the standards we strive to provide. At City Furniture, we make every effort to be clear and transparent about our policies.
  On 1/21/2025, the customer contacted our ************ Team, stating that their sectional was not the correct configuration. We informed the customer that we would reach out to the showroom to verify what was originally ordered. The customer then requested to cancel the sofa and receive a refund.
  As our policy states, customers have the opportunity to view, touch, and measure their furniture in-store before purchasing. For this reason, returns or reselections are not permitted once the furniture has been delivered or picked up. Customers may cancel their orders one or more days before the scheduled delivery date. Our full return policy can be found on our website at: ********************************************************************;   
  As a goodwill gesture, we offered the customer the option to reselect a different collection or update the configuration without a restocking fee, but the customer declined. Should they choose to reconsider, we would be happy to assist with the reselection.
  For any additional questions or concerns, the customer may contact us at ************ or email us at ***************************************** Thank you for bringing this matter to our attentionwe appreciate your understanding.

  
  

  Customer Answer

  Date: 02/04/2025

  As many times as I called to speak with a manager and I am told that a manager will call me back with ***** hours; no one has call me back. I even went into the store itself to speak with a manager and was told there were no manager on duty and again someone will call me back. I have even left a review on their site and a manager was suppose to reach out to me. I have the screenshot and no one has yet to help me so today I contacted the City Furniture Coporate and spoke with ***** about this matter. ***** informed me once again a manger will call me within ***** hours. It's going on 3 weeks now and not one call from a manager or supervisor.  I no longer want this product. It's sitting there not being used. I want to return it. This customer service has been the complete worst.  I also informed them that my wife and I are from out of state and we can have a neighbor arrange for pick. We do not have the time to travel back to ******* to set up a new delivery because we both work. We can't be there to check out the new product within their time frame. 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22892092
  
  As many times as I called to speak with a manager and I am told that a manager will call me back with ***** hours; no one has call me back. I even went into the store itself to speak with a manager and was told there were no manager on duty and again someone will call me back. I have even left a review on their site and a manager was suppose to reach out to me. I have the screenshot and no one has yet to help me so today I contacted the City Furniture Coporate and spoke with ***** about this matter. ***** informed me once again a manger will call me within ***** hours. It's going on 3 weeks now and not one call from a manager or supervisor.  I no longer want this product. It's sitting there not being used. I want to return it. This customer service has been the complete worst.  I also informed them that my wife and I are from out of state and we can have a neighbor arrange for pick. We do not have the time to travel back to ******* to set up a new delivery because we both work. We can't be there to check out the new product within their time frame. 

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

  

  Business Response

  Date: 02/08/2025

  We are sorry that the customer was not happy with their purchase. 
  All sales are final once delivered; however,  As a goodwill gesture, we have offered the customer the option to reselect a different collection or update the configuration without a restocking fee.

  The customer can visit the showroom and a sales agent will be able to assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal to or greater in value than the original purchase. 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. Please feel free to contact us via email at: **************************************** or call our *************************** at ************.
  
  Please see a copy of the investment page attached.