Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  2121 Palm Beach Lakes Blvd West Palm Beach, FL 33409-6601

  
• 

  CITY Furniture, Inc.

  5250 W 20th Ave Hialeah, FL 33016-2004

  
• 

  CITY Furniture, Inc.

  2671 NW Federal Hwy Stuart, FL 34994-9317

  
• 

  City Furniture

  643 E Crown Point Road Ocoee, FL 34761

  

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:09/01/2022

  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.

  When my 83 year old mother purchased an adjustable base, mattress, mattress cover, nightstand, dresser, headboard, footboard and rails From City Furnitu Even though it was purchased on July 10, 2022 I told them the delivery could wait until August 25th because my mother had some medical issues that needed to be taken care of out of state and we would not be back until the second or third week in August. All was well at this point. Upon our return in August I received an email that the dresser and nightstand were backordered. Not sure until when. I called the company and stated that I did not want to move forward with the dresser and nightstand because at this point we got rid of my Mom's furniture and she did not have anything to put her clothes in so we cancelled those two pieces and were happy to wait until the 25th to get the rest of her furniture. On the 24th I received an email stating they were delivering the bed minus the rails and the headboard and that would not be delivered until November maybe the end. I was not happy with this because when discussed with the sales person I stated I wanted it all to come together because I paid for premium delivery and I wanted them to put everything together because my Mom who is 83 can't put it together herself. I called the sales person ****** and explained that we had to reschedule. She stated she would call me back and never did. I went into the store after not receiving a call from her and asked them to reschedule because the email stated it could not be cancelled. I also asked for a receipt. While waiting for the receipt I noticed that the chair I ordered which was on backorder was on clearance. I asked the sales person about this and stated I was paying $200.00 more for a chair that is on the floor for $200.00 cheaper The sales person and a manager there at the time had a million stories that made me feel I was being ripped off so at the time I stated do me a favor please cancel the whole order. I told

  

  Business Response

  Date: 09/09/2022

  We are sorry the customer is experiencing this issue. The chair top and base was refunded on 9/4 back to the customer **** card. The headboard was picked up on 9/6 and is currently pending refund as well. 

• Initial Complaint

  Date:09/01/2022

  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.

  Purchased over $19,000 in outdoor furniture from city furniture on April 14, 2022 and was told everything would be in by August 2022. Received notification that some of my items were in and scheduled for delivery in June, and I received a partial delivery. Then I received another email notification stating that 5 more items were ready to be scheduled for delivery beginning Aug. 31, 2022 and I scheduled delivery Sept. 1,2022. I confirmed the delivery, took a half-day off of work, and waited for the furniture to arrive only to be phoned to tell me that they did not have the pieces that were scheduled for delivery and that it was glitch in the system. When I asked how they were going to compensate me for my missed half day of work they said they dont compensate anyone for glitches in their system. And when I asked if the furniture could be delivered tomorrow they said no, that it is now on back order till November. This seems like false advertising and causing a loss of income for my family due to City furniture accepting payment for the items, not providing them and then having me miss work due to their glitch in the system. What is the recourse for something like this? There was literally no assistance provided except to go to the store and see if I can pick something else off the floor instead. It makes me wonder if the city furniture employees are committing fraud and selling furniture that has already been sold and promised to other customers?

  

  Business Response

  Date: 09/02/2022

  We apologize for the delay. The estimated arrival dates that we communicate to our customers are provided from our vendors. Sometimes there are unexpected delays. There is no way to manipulate  our systems in any type of way to "take away" reserved items from a waiting customer. We offered for the customer to reselect and the customer accepted.

• Initial Complaint

  Date:09/01/2022

  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.

  We purchased a dinning room made of marvel and 4 chairs. Once they delivered the table, the marble had multiple cracks and was in bad conditions. The chairs were inestable and not stable. We go ahead and did a complain and they created an order to return and exchange the table. The New table came with more cracks than the other one and we didnt received it, we made another complaint and they told us we will be receiving the new one in June 2021. Since that date they all the months move the delivery of the marble top and said is in back order and no one response to us. Now we have been trying for more than one year and half to get the new table and in good conditions. They offer a credit back but when we tried to change of dinning room in the store, they dont have nothing with the same details as we wanted and if we select one, we need to pay more plus the warranty. We paid $400 aprox for the warranty of the dinning room. Now we need your help because we are stuck and dont know what else we can do to get our new table with the perfect conditions we deserved. Order number ****** date created February 2021

  

  Business Response

  Date: 09/02/2022

  The customer was offered a reselection for equal or greater value, if greater they would be responsible to pay the price difference. The warranty for the table top ,base and chairs equals to the amount of $197.67 which is also included with the credit. The customer decided to wait on the table top instead of reselecting. 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17812518
  
  I am rejecting this response because:
  You, city furniture, as business, offered a exchanged and gave us a date to replace the top but never comply. As well, they are change the date every month to a month and a half in advance. We have been waiting the top for over a year and a half and never receive the new top in perfect conditions. A couple of months ago, we went to the store to do the te selection and using the credit we were charged $1,400.00 aprox, is not the solution. We want our dinning room in perfect condition, not a different reference or something that we need to pay more for. We would like to have a specific and serious date of delivery of a top without any crack and in 100% steric and functional conditions. We are bouncing date by date for more than a year, we would like a serious date of delivery.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/07/2022

  We apologize for any inconvenience and frustrations this has caused , It is never our intention to not fulfill our customer's complete order.The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control.  **************** top  is scheduled to be available between 11/12/2022- 12/3/2022. The customer has the option on waiting on the exchange or  they can reselect another set. Thank you for your patience

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17812518
  
  I am rejecting this response because:

  it was supposed to come in October and now you are saying November/December? This is not acceptable. We will see in November and December if we receive the top of the dinning room. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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.

  I purchased a sofa and two chairs online (#******) for pickup Aug 5. All items were marked are available and ready to pick up but one chair was not there when we arrived. I requested a refund for the chair at that time and was given customer service number ************. Reduced balance on the 8/5 invoice (attached) was noted ******. On August 12th I called customer care because I still had not received my refund. Was told it would be processed, then received two "spam-type" pre-recorded messages from City Furniture about my return. Called today (Sept 1) to ask why I had not received a refund. Was told by customer service that they can see my invoice and that the chair was not picked up, but they have to speak to somebody else in e-commerce and they were not open. Was advised to call back when they are open without any help on my refund. At this point it has been almost a month and I still have not received the money back for my chair. We specifically chose to pick the items up rather than have them delivered to get them earlier and since they were all noted as being in stock. I still have not received my refund and wasted time driving there for items that I cannot return now. Had I known that the chair would be so difficult to get refunded I would have just not taken anything and stopped payment on my credit card. Now, I'm left with items that cannot be returned and having paid for a chair I never even received. I want a refund for the chair that I was never able to pick up even though it clearly said it would be available when I ordered it (see attached)

  

  Business Response

  Date: 09/02/2022

  The Cancellation for refund request is in progress. Please allow 5-7 days for refund to process. We are sorry for any inconvenience this may have caused.

• Initial Complaint

  Date:09/01/2022

  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.

  To whom this may concern,On August 1st, 2022 I purchased the ******* Dark Tone Table at a total of $699.91. I waited patiently about a month when I was told per associate that I would receive the table within the 2 weeks from the day I purchased. However, the table arrived at 1:04pm today -- 2 weeks later than expected delivery date. There was 3 boxes (SKU/SEQ : *********, *********************** with the items purchased however all the boxes were damaged and looked as if they been in a dog fight. Also, not to mention the glass table was chipped; the box that was used to hold the glass was ripped in the middle, as well as, the edges. The box that the Tone Table Legs were in was completely open and seemed as if someone tried to re-tape the box. I reached out to a customer support representative (******************* on August 31st @ 1:20pm and they were unable to resolve my complaint to my satisfaction and informed me they would notify the sales ************************ Attached to this file is evidence to whom I have spoke to in regards this manner and picture of damaged goods, along with conversations I had with your customer service representative. To solve this issue, I would like your company to send me a replacement for the dining table that arrived damaged, as well as, a refund for the inconvenience and shipping for something I possibly have to wait another month if not longer. Best point of contact is both ************* # provided.Thank you for your time and attention to this matter.

  

  Business Response

  Date: 09/01/2022

  The order was a domestic shipping order to *****. The customer advised our customer care center that the ******************** was sent back with the carrier. We will contact and assist the customer once the ******************** scans back in our warehouse.

• Initial Complaint

  Date:08/31/2022

  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.

  My wife and I bought a 4 piece sectional from City Furniture about a month ago, the first showed up with one of the pieces with a forklift hole in it and the couch had 2 distinctively different dexterity of cushions. We made a damage claim and they told us they would sent out a repair person, to which I demanded a new item since I just spent 4k a few days prior. Well the item was sent and it arrived with a completely 3rd style of cushion. the delivery person broke a 1 of 1 art piece that I've owned over 2 decades and the company offered me $75 for my memories. So at this point I request a refund and return to which they tell me that we signed a "no return policy". Myself nor my wife signed anything, not even the **** receipt. Well I was told to check our email and we found that every one of these "legally binding contracts" were initialed by the sales person. (on the line that says customer signature). At this point it has been a month, I still do not have the item that I purchased, there has been no resolution on our damaged art and I'm still being told to pound sand. Looking for guidance related to this matter.

  

  Business Response

  Date: 09/01/2022

  We apologize for any inconvenience the customer have experience. We are able to offer a reselection for equal or greater value. If greater the customer will have to pay the difference, we will pick up the sectional when we deliver new to the customer. For the damaged home item, unfortunately without a receipt of purchase we can only offer based on the estimated price of an item by looking at retail prices. The customer was offered a 75 dollar check or a 200 dollar store credit.

• Initial Complaint

  Date:08/31/2022

  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.

  In November of 2021 we purchased a $3,000+ couch from City Furniture. We were told a few lies from our salesman who is no longer with the company including a price match from the upcoming Black Friday sale along with the protection plan that we purchased. He told us to use the financing option even though I wasn't planning on it, which lead to us not being able to get the price match for the Black Friday sale. He also said we were purchasing a protection plan for all issues including stains, and apparently that was a lie. None of these were resolved. To make it worse, the couch that we purchase has been literally falling apart at the seams since we got it. We have had 3 cushions that need to be replaced because they are fraying at the seams and cannot be repaired. Each back cushion now needs to be re-stuffed because they are sagging, along with the back of each couch piece. There is another section of the couch on the back that has a tear in it. The whole couch basically needs to be completely repaired. I was told by the technician that it would be a 10+ hour job to do most of the repairs. This is completely unacceptable. It is almost impossible to get someone on the phone to talk to regarding this matter. We have attempted to go back to the store to discuss, and were told that there is no one to talk to in person, and we would have to call customer service. Most wait times are over 3 hours. When we use the chat feature, the individuals are not helpful. They continue to send out repair technicians who keep advising that the pieces need to be replaced. We have wasted hours of our time, and a lot of money with this couch. At this point we would like to replace the couch with another piece of furniture. We would like City Furniture to accept a return and offer us a credit for a new couch. I feel as though City Furniture will ride this out for the next few months and then tell us our warranty is out after a year.

  

  Business Response

  Date: 09/02/2022

  We were not able to locate any order with the information provided. Please include the name, phone number or invoice number for this complaint.

  Customer Answer

  Date: 09/02/2022

  The furniture was purchased under my wifes name: *************************** ************ 

  please let me know if you need an invoice number and well try to find it. 

  

  Business Response

  Date: 09/09/2022

  We located invoice number ******. The customer is being assisted with this warranty claim. Parts were ordered to resolve the warranty claim. Part of the ordered parts were shipped to the customer home. once all the needed parts arrive we will contact the customer for installation.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17807017
  
  I am rejecting this response because:

  Although the company has provided warranty repairs, the couch continues to be defective. There are still additional defects that have not been addressed. My understanding is our warranty will be ** in November and will be stuck with a couch that is literally falling apart. I would like them to replace the entire couch and give us a voucher to purchase a different couch from another manufacturer from their company. I understand that they do not accept returns but at this point the couch is a lemon.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/12/2022

  Part of our warranty process, repair and parts are the first steps for resolution. Some of the parts have already been shipped to the customer on 9/3. The customer have to wait on the needed parts.

   

• Initial Complaint

  Date:08/30/2022

  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.

  We went to the CITY FURNITURE Millenia store (**** Vineland RD) and were delighted with the variety of furniture and the store experience. The vendor who attended us took the time to offer us all the details, but since Friday, May 27, 2022, the day scheduled for our delivery, our experience changed. The two furnitures purchased at that store arrived defective. The server was taken away in the same day of delivery because it was broken (next delivery for June 16, 2022) and also, they said they were sending some technician to solve the painting issues and a piece that was not installed in the bunk bed. During the technician's visit, they told us that they are going to have to completely change the bunk bed and the delivery is scheduled for June 22. That day the truck came to deliver without all the pieces, and they rescheduled it for Monday, June 27. That day they called at 7:30 AM to cancel the delivery because one of the pieces was not available in the color of the bed.They change the bunk bed on July 16, but to date we have had exactly 3 month with a unusable server, without any clear response from CITY FURNITURE, my husband has lost more than 10 working hours, I have been in repeated calls of approximately 1 hour each to be able to speak with customer service and we still have no solution.

  

  Business Response

  Date: 08/31/2022

   We apologize for any inconvenience and frustrations this has caused our customers.  It is never our intention to not fulfill our customer's complete order. The server is currently on backorder and is expected to be available between 11/22/2022 to 12/13/2022. The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control. As soon as the piece is back in stock we will reach out to the customer to have it scheduled. Thank you for your patience.

• Initial Complaint

  Date:08/29/2022

  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 purchased a mattress and the first time that i slept on it the right side collapsed. I have been dealing with City Furniture since June. I have literally spent hours on the phone, close to at least 50 calls. I have been punted between Ashley Furniture and back to City Furniture, nothing has been resolved. I was on the phone again today to Ashley, who by the way, sold furniture to someone else that i had paid in full for. Tantamount to stealing. I was then told to call City Furniture who then gave me the same number i had called this very morning to Ashley Furniture. This matter has been like dealing with the 3 Stooges. Id appreciate your help in this matter.

  

  Business Response

  Date: 08/30/2022

  We are sorry to hear the customer is experiencing problems with their mattress. The mattress was purchased on 1/28/2022. This was a domestic shipment order that was sent to ************. We scheduled pick up from our warehouse for the mattress to be delivered via 3rd party shipment company UKAY. The customer reported the mattress sinking on 6/27/2022. Unfortunately, we do not service or repair items outside the ****************. The customer would have to go through the manufacturer directly by calling **************. The customer can call them Monday- Friday between 9 AM- 5 PM.

• Initial Complaint

  Date:08/27/2022

  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.

  I placed an order for 3 furniture items on May 25, 2022 (order #******) and I still haven't received my order in full. One of the items, wine cabinet, was delivered completely damaged (sku *******), and I placed a claim (********) in 30 minutes after he delivery on June 2. CITY Furniture rescheduled delivery multiple times, and finally they tried to deliver the replacement, but it turned out to be a completely different cabinet. Delivery guys advised to file another claim, and I did it the same day on July 22 (claim #********). I received a call from the representative, and we agreed that he will call me back the next day, because I was not able to speak at the moment. I haven't heard from them ever since. Also I have a sofa and the arm-chair at the same order. The sofa had multiple defects, but they sent a guy to fix it. I'm still waiting for the legs though, because they were placed on a backorder after I placed the order, and the delivery was rescheduled. The delivery of an armchair from the same order was rescheduled three times, I ended up cancelling it after they put an estimate delivery on December. At the end after my purchase at CITY Furniture I have repaired sofa without legs, no armchair and a damaged cabinet I can't use.

  

  Business Response

  Date: 08/28/2022

  We are sorry to hear the customer had issues with their order. The sofa legs are scheduled to be delivered on 8/30/2022. The wine cabinet is currently in stock and we can have it exchanged and have it delivered with special care to ensure the item comes without damage. We will follow up with the customer after the delivery legs to confirm satisfaction.
  
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17783991
  
  I am rejecting this response because:
  I dont think it is fair from their side to offer me only the delivery. They had a chance to deliver a replacement for more than 2 months, and they were aware of the problem (I texted to the representative, I called to customer support, I scheduled the delivery, which was cancelled I dont know why). I think along  with the delivery of a new cabinet, a reimbursement of 25% of its price will be a fair solution. 
  Sincerely,
  
  ************************

  

  Business Response

  Date: 08/30/2022

  We understand the customer's concerns and are making attempts to resolve the issue. The delivery for the legs is today and the technicians will be able to assemble the legs on the sofa. When the wine cabinet was reported damaged we offered the customer an exchange or the option of accepting a $200 gift certificate or $100 discount to keep the piece as is. We are sorry that the piece came damaged with the first exchange. We attempted to reach out to the customer twice to schedule the exchange for the wine cabinet (new exchange # is 393169-25). The customer can schedule the exchange on our websites well at www.cityfurniture.com/account/orders, Enter in your telephone number used at the time of purchase your order # (same as account #), and the order month and year to schedule or change the date online or if they prefer they can give us a call by dialing ************ or email us at **************************************** so that we can further assist. 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17783991
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************

  The cabinet I have now is completely damaged, I dont need any discount for keeping it. One attempt to deliver a replacement was when you brought the different item. There was no more attempts to deliver me a new one, although I scheduled the *************** of times through your portal, but you kept cancelling the delivery without a reason. Check your logs before stating you were trying to replace it. I dont want to waste more time using your portal, I did it a lot already. You owe me a discount and a replacement for all the time I spent calling your representatives .

  

  Business Response

  Date: 09/03/2022

  The Cabinet is scheduled to be replaced on 9/13. We can only offer compensation if the customer choose to keep the ******************** as is.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17783991
  
  I am rejecting this response because:

  Im out of country until October 2nd. There is no way I can reschedule the delivery you did scheduled for me. Please reschedule the date to October 2nd.

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