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:08/24/2022

  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.

  We originally placed an order with City Furniture in December 2021. We purchased a new bed frame, 2 nightstands, a dresser and a chest and adjustable base. Our total was $7,194.89 which we financed. We received our bed frame, dresser and adjustable base no problem. Our other items were on backorder. By July 2022 we still had not received the remaining items. I contacted the store and come to find out, the bed set had been discontinued. We were never notified of this and I had been making payments since January to the bed set. We contacted the store and we were given the option of returning or re selecting. We chose to reselect a new bed set. Our new bed set was delivered July 28th with damaged furniture and damaged walls. Our footboard was damaged with a crack. The footboard also was put together incorrectly leaving (the s**** to hold it together was stripped and the second s**** was never put it) it in a possibly hazardous situation as it could have fallen. We submitted our claims for the furniture that day. A repair man has come to touch up our nightstand. Although I can still tell where the touch up was done. The repairman also notified us that because of the incorrect instillation of our footboard they would need to replace the whole bed. We have received no compensation for the damage to our furniture since they say they "touch it up". We were not aware the repair would be to just touch it up or we would have asked for a return. As far as the headboard now that they have told us they would have to exchange the whole bed we now have to move our mattress and adjustable base out of the room so they can fix their damages and mistakes. City furniture has taken a lot of our time and I had to pay full price for damaged and "touched up" items. We have not heard back about our claims for our damage to the walls.

  

  Business Response

  Date: 08/25/2022

  The customer is scheduled to receive a bed replacement tomorrow 8/26. The home damage claim is currently pending process. The customer will be contacted once completed.

  We are sorry for any inconvenience this may have caused.

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17765349
  
  I am rejecting this response because: we were told we would hear back about our in home damage claim within ***** hours. It has been 5 days. 
  

  We are also still having to pay full price for a nightstand that has been touched up and can still see where it was touched up 

  We are also on day 3 of having your workers come to our home because of the carelessness of the delivery. This has taken away lots of time from our days. I also explained to the customer care that I am physically unable to move the mattress and base out of the room for them to come deliver the bed again, in which I was told thats not her problem and if I wanted the bed delivered it would need to be moved again. If this was done correctly in the first place, and not have received damaged items and we were  not treated so poorly we would not be looking for a partial refund.

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

  

  Business Response

  Date: 08/27/2022

  The customer was assisted with ******************** damage claims. The home damage claim is being processed by our home damage team and the customer will be contacted once this claim is reviewed.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17765349
  
  I am rejecting this response because: We received the new footboard. Filed a claim as our delivery driver pointed out the damages to the footboard and told us to file a claim. We were offered $100 to keep it as is, which is unacceptable as the footboard was over $800 or we could have someone come in and touch up the damages but still have to pay full price for a touched up footboard or have someone in our house for the 3rd time and deliver a new footboard again that keeps arriving damaged. We are looking for a refund that would be comparable to the price of the footboard, $500. 
  

  We still have yet to hear about our in home damage and it has now been over a week with no response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2022

  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.

  Made a purchase with City Furniture in *******, ** on July 7th and it was delivered today, August 24th. It was the **************************** Panel Bed. The delivery team had to remove the legs on the headboard and stripped the nail, meaning it cannot be removed again when moving. They failed to use white gloves and dirtied the entire bedframe (headboard, footboard, and rails). The legs to the rail doesnt touch the ground and if I place a mattress on it, it would bend and eventually break overtime because it doesnt have proper rails to hold a mattress. The footboard has scratches in the leather and the chrome outline. When the guy attempted to clean the chrome, it started to look tarnished. On top of it, they damaged my stair rails and bedroom walls. I have chipped paint from the walls and stair rails. Just a bad delivery experience.

  

  Business Response

  Date: 08/25/2022

  We apologize for any inconvenience this may have caused. The customer is receiving a replacement for the table top and bed. The home damage claim is currently pending process by our In home damage team. The customer will be contacted once the claim is processed.

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17763724
  
  I am rejecting this response because: although I received communication from the customer care department to replace the ********************, I havent received any information from the in-home damage department.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/31/2022

  We apologize for the delay . Our In-home damage team has reached out to the customer today  8/31/2022 regarding the claim and is in the process of working on an estimate for repairs. Thank you for your patience.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17763724
  
  I am rejecting this response because: the representative wanted me to purchase the paint. In addition, I havent received a date for the service to be completed. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/16/2022

  This claim is still pending. Once our home damage team receive an estimate for the repairs, the customer will be contacted with different options. The claim will not close until the customer is assisted.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17763724
  
  I am rejecting this response because: the company wants me to find a painting company to obtain a quote.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/23/2022

  We have been in communication with the customer and is awaiting the customer to get a quote/s for the needed repair.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing this review so someone out there who checks the reviews on a company before they spend X amount of dollars of their hard earned money and to have to go through this hassle I dont want anybody else to ever have to ****** that so my review for this company is they should be shut down seriously I am posting this everywhere and Im also going to better business bureau do not do business with this company you will not be satisfied

  

  Business Response

  Date: 08/23/2022

  We are sorry to hear the customer had such a poor experience with our company. The customer reported on delivery the rails for the bed were without support. We set an appointment to have our Certified repair technician come to the customers home and build the support for the bed. on 8/18 we sent a technician to the customers house to build the support and the customer was very upset that they came at 2:30 Pm. The tech said that the customer was screaming and they did not feel comfortable staying and left the customer's home. We reached out to the customer today 8/23 to reschedule the appointment and left a voicemail. We would like to get the customer's bed support set up as soon as possible. The customer can contact us by dialing ************ or emailing us at **************************************** so that we can further assist. 

• Initial Complaint

  Date:08/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 2 bedroom sets in March 2022, from City Furniture, for our place in *******. Subsequently the furniture went on sale. We were told, in order to get the sale price, we had to charge the order to a Synchrony credit card, which we did. As of today, I have only received partial reimbursement from the original payment that we made. We have now canceled the orders due to delivery issues and the problems with getting our full reimbursement. After numerous hours on the phone, speaking with multiple unhelpful City Furniture employees, I have to pursue the matter with the BBB. Thank you for your assistance.

  

  Business Response

  Date: 08/22/2022

  We are sorry the customer had a discrepancy with their account. The customer purchased 2 beds (invoices ****** and *******. The invoices were canceled in order to have the amount charged to the finance company. We have reached out to our accounting team to review the account. We will reach out to the customer as soon as we receive a response. Thank you for your patience.

  Customer Answer

  Date: 08/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17744500
  
  I am rejecting this response because:

  I recently filed complaint ******** against City Furniture. No surprise, they never responded, after stating that the *************** will review my claim for a full refund. I am again requesting that the BBB assist with this issue. Thank you.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/30/2022

  We apologize for the delay . Per our records the customer was credited a total of $6,477.29 by check and credit card. Please see the breakdown of credits below :

  Check credit for $537.04 on 5/26

  Check credit for $965.03 on 5/26
  
  Check credit for $962.94 on 5/26

  Credit on MasterCard (ending in 3737) for   $1,041.12  on 6/1

   Check credit for $2,917.66 on 6/9

  Credit to Synchrony Card for $53.50 on 6/26  (for refusing the slats for the bed )
  
  Total = $6477.29

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17744500
  
  I am rejecting this response because:

  In March, I paid a total of $8235.58 on my original orders, invoices ****** and ******. Since I canceled these orders, I should be getting a total refund for that amount.

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

• Initial Complaint

  Date:08/19/2022

  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 ordered a dining room set in September of 2021. It is now August of 2022. It has been almost a year and the only thing that has been delivered has been two chairs. They kept delaying my shipment. They would tell me one month then say sorry delayed again. Then it just kept getting delayed. Today I was supposed to receive my table and 4 remaining chairs. They called me and said sorry youre only getting your chairs. *** already had to request time off for work to be home for these deliveries. Im very frustrated. The 4 chairs were all damaged, 2 of them had cracks. Now I have to wait another month for my chairs. They wouldnt even let me make a delivery date until theyre back in stock so who knows how much longer I will have to wait. Im supposedly getting my table delivered on Monday but they will probably cancel it and tell me its out of stock. Im so upset and frustrated with this situation. Ive had to cancel Christmas and thanksgiving at my house last year because of the delayed shipments and having nowhere to sit. This is just ridiculous and Im extremely disappointed. Im mostly frustrated because if I go online right now I can order this table and get it by tomorrow but now I have to wait until Monday because they couldnt do a delivery date until after my shipment of chairs, which I had to send back anyways. Same with the chairs, if I go online I can purchase chairs and set a delivery date but instead I have to wait next month to set a delivery date. They arent doing anything to help me. Im extremely frustrated. I would not recommend city furniture to anybody.

  

  Business Response

  Date: 08/21/2022

  We apologize for the frustration the delay has caused the customer. We want to have the customer's ******************** delivered as soon as possible. We would never intentionally hold products from being delivered. Unfortunately, these pieces were on backorder. The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control. The customer is confirmed for delivery on 8/22/2022 for the chairs and table. We will follow up with the customer once the items are delivered to confirm satisfaction.

• Initial Complaint

  Date:08/18/2022

  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 the year 2022 Ive purchased near 10k in new furniture. All were great except for the mattress I purchased on 03/24/2022. City furniture tried to keep my business by doing something called a special order because the mattress I wanted was not available in their store. It was available on Ashley website but that is the national website so this particular city furniture in **********, ** needed to do a special order to get that mattress. I agreed becauzse I bought plenty of items from city and have always had a good experience. The last three months have been a horrible experience. I called to cancel the order well before it was even delivered because it appeared to be the wrong mattress they specially ordered. I knew it was wrong from the special order receipt that was sent to me. After numerous call to their store and customer service, I was repeatedly told I could not cancel a special order. I said ok, I totally understand that policy but the problem is that I dont want the wrong item! I didnt special order that item so I should be able To cancel or at least switch. A manager at the store told me they looked in the system And said it would be the correct mattress delivering and to not worry. That was wrong and a lie. The mattress that arrived was not the Serta CF ************************************************* the store. Someone made an error on the order. *** now been going back and forth with the general manager ******, who said that he would get me the replacement. That was in June 2022. We are now in August and I have not got solution from ******. In fact, look at the store notes, Ive called ****** multiple times the entire week of august ***** and left messages with his employees. He has not returned one call. It is very unprofessional and not a great customer experience, especially for a customer who had bought nearly all brand new furniture at his store. All I asked is for the replacement mattress and I have not been given that.

  

  Business Response

  Date: 08/19/2022

  We are sorry the customer is experiencing an issue with their order. To speed up this process the customer can send photos of the mattress received. Please make sure the tags are also visible. Submit the photos to *****************************************

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this claim on behalf of my father who purchased the furniture. He is 92 and does not hear well on the phone. I have had all the direct contact with the company. He bought a chair and ottoman from City Furniture on June 28, 2021. On Feb 21, 2022, the fabric (a leather-like fabric) on the headrest area of the chair tore. He had purchased a 3-year warranty, so I filed a claim for him on Feb. 28, 2022. A technician came out to inspect the chair. On March 10, another technician came out to repair the tear, but said it could not be repaired. I heard nothing back from the company. I called Mar 21 and was told they did not have a report from the technician. After checking, I was told they would order a replacement part (the back of the chair) that was expected by the end of May. I called back June 17 and was told the part would not be in until July. I asked what else could be done. They refused to give a refund. They offered a $250 store credit. (The chair cost $500) They said they could order a replacement chair that would be in in August. I called today and was told it is expected in October. They offered selection of another chair from their store, but stated they would charge him delivery. It has been 6 months. They keep stating "policy" to me. It is unreasonable that they would charge delivery on an item that has been damaged since Feb, that they have been unable to repair or replace, and expect my dad to wait another 2 months at which time they will no doubt tell us again that the chair is backordered. In 6 months they haven't been able to get a replacement back or a replacement chair and have done nothing to resolve this. Charging delivery to replace a defective product is not an attempt to resolve the situation. I have spoke to 2 managers. They are not willing to go outside of "policy" even when their product broke. They can't repair it, they haven't been able to replace it and in offering another "selection", they insist on charging a delivery fee.

  

  Business Response

  Date: 08/18/2022

  The customer was granted a reselection for equal or greater value, if greater they pay the difference. Delivery is free.

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17728523
  
  I am rejecting this response because: ***** from City Furniture called me on 8/17/22 at 3:30pm. On the phone he agreed that since City Furniture had not been able to replace the chair in 6 months, dad could make a reselection from the store of the same value ($499.95). He also agreed to not charge a delivery fee or sales tax. He asked me to call back to let them know when dad would be coming. I called the store at 10am on 8/18/122 and spoke with a rep. *** informed me that in his notes, ***** had written that there would be no delivery fee, but dad would have to pay the sales tax. He changed the terms of our agreement without saying anything to me. There should be no tax charged on this transaction because it is not a sale, it is a replacement for a chair City Furniture has not been able to repair or provide an exact replacement. Had the exact replacement chair come in, dad would not have been charged tax on that.

  For ***** to change the terms of our agreement, especially without telling me is deceptive and dishonest and I expect him to honor the agreement that we made on the phone. 

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

  

  Business Response

  Date: 08/19/2022

  The customer must pay tax on their purchase. The reselection is for equal or greater value, if greater , they pay the difference. We are offering free premium delivery. The customer have until 9/2 to reselect if they choose to do so.

  Customer Answer

  Date: 08/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They gave Dad a credit for the tax he paid originally. The business did a very poor job of explaining what they meant by "pay the taxes." They gave no indication that Dad would get credit for the taxes he had already paid on the original purchase. Dad has a new chair and at this point the issue is resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2022

  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 that was delivered on June 5th, 2020, from City Furniture. The order No. is ******. I purchased the 3 year in home and stain protection plans. After about 18 months the seat and armrest sank to a marked degree. I didnt care about the stains at that time. I couldnt sit comfortably anymore. I submitted a claim on December 13, 2021. ( this might make the claim within the one year timeframe. ) A representative came to see it and told me it couldnt be fixed. I unfortunately conversed with the warranty person by text, which I accidentally deleted. One issue is that this person never put the offer in my file. If I remember it was for 30% off my next purchase at city. I wasnt happy with this as an outcome,so I was told there was nothing else they would do. I wrote a letter to the **** and I cant find that either which is extremely upsetting and makes me look like an idiot. Im 73 and Covid has been rough on me. I live with my old rescue dog and stopped taking care of things due to depression. I got rid of the sofa about two weeks ago. It was destroying my back. The ************** wouldnt even take it, so I paid $125 to get it taken away. Ive looked at sofas everywhere near me, but the only one I found that might do is at city furniture. So, I tried to reopen the claim. Since there wasnt an offer in the file, they wanted to send out another service man. Since I dont have the sofa there is nothing they can do. This morning I asked to have a supervisor call. I told them to call me after 3 and someone called this morning when I was unable to answer. He gave me the same number I had called, which in essence was not going to help. I doubt that Ill get a call back from the **** as he never answered my letter. I realize that I dont have the proof that would help, but Im telling you what happened. I hope there is something you can do. Sincerely, ******************* ********** So I reopened the claim.

  

  Business Response

  Date: 08/17/2022

  The customer purchased their sectional in May of 2020, in December of 2021 the customer filed a warranty claim stating that whenever they sit on the sectional there is an indentation on the seat cushion and armrest. We set u service to have a Certified repair technician come t the customers home to assess and repair the pieces if repairable. Per the technician's report on 12/11/2021 the technician said that this was a CP issue (customer preference). The chaise cushion sinks down from the arm to the backrest (tech report attached). We will extend an offer of 30% off the purchase price the customer originally for this sofa towards a new replacement purchase with free premium delivery. This offer Cannot be combined with any other promotional offer. The inventory amount for the purchase was $799.95 before taxes, shipping, or the service plan purchased. The 30% credit is off of the original purchase price of the *** the warranty claim is on, to use toward a future purchase. We have relayed this information to the customer as well and emailed them a copy.

• Initial Complaint

  Date:08/16/2022

  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.

  Made the order May 19TH told it would arrive July 1st and someone would call to schedule a delivery date. In my agreement signed and attached below if I canceled a day or two in advance of the delivery date I can get a full refund. The item never came so I couldn't schedule any delivery date because the third party they chose lost the couch. I tried to cancel and work with them they told me please don't so I gave them another chance but then realized the couch was back ordered but the people didn't notify me they said they had the pieces coming in. Come to find out this was a lie. I then request the order to be canceled and a refund issued. The told me they can only take 200 off the sofa and no cancel. But my agreement states if no delivery date is issued and I cancel I get a full refund. So I have requested a chargeback from the credit card lender and am waiting for the investigation to be resolved but I have proof that they lost the shipment and the new couch isn't even here completely so there is no delivery date and it is now AUG 16. This is a scam site because the rep is texting the discounts and wont email. Plus they will not give a reason the couch cant be refunded when I have documents that say I must get a refund if I cancel before a delivery date is in 1 day. They had to give me a new order number because the other order was lost and did not arrive and this one isnt expected till end of October or November and I do not need it anylonger.

  

  Business Response

  Date: 08/17/2022

  We are sorry to hear the customer had a poor experience with our company. A credit was processed (credit memo#******-15). The credit is for $2,052.71 and  $293.24  for a total of  $2,345.95. These transactions were applied to the customer's Synchrony Credit Card ending in #****. Refunds sent as a check for debit or cash payments take ***** business days to process excluding weekends and holidays. If they have not received these funds by 9/7/2022 the customer can call us directly by dialing ************ so that we can further assist.

• Initial Complaint

  Date:08/15/2022

  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 recently placed an order in-store on August 3, 2022 at City Furniture AND Ashley furniture totaling around roughly $3,000. Not to mention I scheduled myself to have 6 days off of work so I could assemble the furniture, re-arrange my home and so forth. I received an e-mail prior to my delivery stating the credenza I am ordering is coming in the color "white" (incorrect, its supposed to be midtone/brown). I called back to clarify this and was repeatedly reassured that I was getting the correct color. Delivery day comes and the incorrect color item is delivered. **************** calls me to place a second delivery date (and now pick up for the previous item). I explain that the incorrect color was shown in my email and thoroughly explained what the item should look like. I then asked over the phone and in a responding email to the original lady I was speaking to if I could please have a copy of my delivery order/item photo to which I never received an email. SECOND delivery day comes (my 5th day off) and the incorrect color is delivered again. Now I am on the phone with *************** City Furniture manager ************************* whom stated she would reach out to **************** for me and then call me back to confirm the details. I am still awaiting that callback. Instead, I received a callback from a representative from the ************************* line to confirm a new delivery date. I asked to speak with management to confirm everything for the 10th time and ensure my order would come correctly. He was the ONLY person who extended apologies, however he goes on to state that "this is normal to happen on free shipping delivery". Verbatim. So now to my knowledge, it is NORMAL for City Furniture to mess up orders because I did not chose the $250 "Premium delivery". He states he will add premium delivery for free (mind you I just received an email that they are running a current free premium delivery promotion). I have no words for the amount of stress and frustration I feel.

  

  Business Response

  Date: 08/16/2022

  We are sorry to hear the customer is having issues with their order. The customer received a mislabeled piece upon delivery. The correct piece was ordered however during the process the wrong piece was pulled before delivery. They received a dark tone credenza instead of the midtown credenza ordered. We spoke to the customer and they have an exchange scheduled for 8/18/2022. We upgraded the delivery to premium shipping so that the techs will be able to unwrap the piece and set it up for the customer to confirm the correct piece is sent. We will follow up after the delivery to confirm satisfaction.

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17718646
  
  I am rejecting this response because it is now the THIRD delivery and they have pulled the incorrect piece of furniture yet again. It was reassured REPEATEDLY that the manager I spoke to at ************ on 8/15/2022 had reached out to the warehouse and would ensure I receive the midtown exterior credenza with white doors. I am absolutely livid with City Furniture because apparently the managers are completely useless and simply cannot do their job correctly. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/19/2022

  The customer have been contacted and we are currently waiting for a callback to reschedule a delivery for the credenza.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17718646
  
  I am rejecting this response because today the INCORRECT color item was delivered for the fifth time. City furniture is an absolute joke at this point. Clearly, no one in management has any kind of system to correct an issue. Ive never had such bad communication!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/02/2022

  We are very sorry for the inconvenience this has caused The customer has been assisted with a refund. We picked up the credenza on 9/1, refunds are posted with 5-7 days after pickup.