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Business Profile

Furniture Stores

CITY Furniture, Inc.

Headquarters

Complaints

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

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CITY Furniture, Inc. has 38 locations, listed below.

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    Customer Complaints Summary

    • 899 total complaints in the last 3 years.
    • 221 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have the in Home repair extended warranty for 3 years. I submit a claim because the furniture has an accidental damage. I received this message:Hi *******, this is City Furniture/Ashley Homestore working on your Warranty claim ********. We sincerely apologize for the damaged items you received, The 1st step would be to schedule a Certified Repair for the earliest available date. Weve created a Work Order for you, SA-****** and our 1st available appointment is Friday, July 22nd from 8AM to 8PM. The repair professional will provide you with a 3-hour window the night before. To accept, please confirm your address and best contact number ASAP so we can reserve your appointment.A third person, not City Furniture employee came and After the site visit he decided that the accidental damage was a normal wear. This is the second time that something like this happens, the last time I complaint and was fixed. The extended warranty is a very expensive warranty to protect the invest for accidental damages and all issues and Ashley Furniture didn't respect the terms and conditions

      Business Response

      Date: 08/11/2022

      Good morning team,

       

      This customer purchased from a Licensee.

      City Furniture, Inc

       

      Thank you,

      ***************************** | Digital *************** Agent
      Ashley Furniture Industries

      Business Response

      Date: 08/13/2022

      The furniture was inspected on 7/22. Unfortunately, per the inspection report the damages incurred are not covered under the in home service warranty.
    • Initial Complaint

      Date:08/10/2022

      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 ordered a dining room table from City Furniture. We are now on the 5th replacement as each one has been damaged. Each time we reported the damage at the time of delivery with the delivery drive via a phone call with City Furniture. The ** has refused to call us back, and the salesperson is no longer returning the phone calls. We have had two asks: 1/. 2. Set a specific delivery window for the replacement To inspect the item before delivery At this point, we no longer know how to engage with City Furniture as we have now taken off work five times and jeopardized employment as these two specific asks will not be adhered to. We have asked to speak to a manager with City Furnitures call center, and they state they will call us back within 24 hours, but again can not give us a window. The ************************* Warranty Act guarantees the manufacturer to uphold the conditions of the warranty. This means he must repair and replace a product purchased for personal use with a defect in a reasonable amount of time. If the manufacturer doesn't honor the contract or refuses to abide by it, then the consumer is able to file a claim against the manufacturer for breach of contract. We are now starting with the BBB to see if the leadership team of City Furniture will return our call. Per this act, the consumer is permitted to seek replacement of the product as well as compensation for expenses associated with the issue, including legal fees. The statute of limitations is four years from the date of purchase. The ************************* Warranty Act only covers new furniture purchased from a manufacturer or retailer valued at over $15 with a warranty.

      Business Response

      Date: 08/13/2022

      We attempted to contact the customer today and they could not be reached.

      Customer Answer

      Date: 08/16/2022

      Complaint: 17699825

      I am rejecting this response because *********** did not contact us on Saturday, 8/13/22, as this note suggests. On 8/10/22, we spoke to a supervisor at City Furniture who stated that a manager would contact us within 24 hours. When asked for a specific time, the supervisor would not commit to any time but simply said that we would be contacted within 24 hours (anytime). We received no phone call from a manager within 24 hours. *********** did contact us today, 8/16/22. City Furniture refused to set up a specific delivery time and instead stated that they would only give us an 8-hour window. We have now had four tables delivered, all damaged. I have had to take off work four times in order to accept delivery which is no longer financially viable. We are asking for a specific delivery window and for the table to be inspected prior to delivery. 

      Per their delivery team, this is a common problem experienced by multiple customers daily.  We have reached out to our sales person nine times with no return call/email, and the ** at the local store has refused to call us back.  

      Sincerely,

      ***************************

      Business Response

      Date: 08/18/2022

      The customer is scheduled to receive the table base replacement today 8/18. The delivery time frame is between 1pm-4pm.

      Customer Answer

      Date: 08/18/2022


      Complaint: 17699825

      I am rejecting this response because the company has still not tried to call. The company attempted to deliver the table again this afternoon, 8/18/2022. I refused the table verbally on the phone with the representative of City Furniture - as has been done at each delivery point as it was completely scratched. The delivery driver stated, "I told them it would not be accepted," and they told me (the driver) to try anyway.  

      Invoice # ******

      Invoice Date 6/29/2022

      Sales Associate ************************* has still not retuned the 9 attemptes we have made to contact her.  

      This delivery attempt is our 5th table, and the company delivered a damaged piece of furniture. We are now changing our request before filing a legal dispute with the company.  

      1. The company is not returning our phone calls 
      2. The company has not attempted to call us per this BBB complaint. This statement is a fabrication.  
      3. We are out thousands of dollars worth of time and commitment as each delivery has resulted in a full day of pay not being able to book/schedule a delivery time.  


      We are now asking for a 100% refund of the piece of furniture as we can no longer afford to replace the item for the 6th time.  

      Sincerely,

      *************************;

      Business Response

      Date: 08/19/2022

      The customer was contacted today and we left a message. The customer can contact us back to resolve and close claim.

      Customer Answer

      Date: 08/24/2022

       
      Complaint: 17699825

      I am rejecting this response because:  We have made several attempts to speak to City Furniture about this issue and get it resolved. Per their response to our BBB complaint, they continue to state that they call; when we call their support line, we are told that a manager would contact us within 24 to 48 hours, but we never hear from the manager. The organization is using this portal and their support team to give us the "run around" instead of supporting us in trying to find a resolution. There is a complete lack of professionalism.  

      7/4 - First customer service representative assisted with replacing the first damaged table. 
      7/8 - Spoke to *****- asked to speak to a manager about the issue and was told that no manager was working. They refused to give us the store manager's name at the store location where we purchased the table.  
      7/15 - spoke to customer service about the second table arriving damaged. We requested again for a manager to give us a call, and we never heard back.   
      7/16 - Contacted the store and requested to speak to the ** again. The individual who answered the phone stated that they would have him give us a call. 
      8/4 - Spoke to a customer service agent about the damaged item. They said there was nothing they could do about arranging a delivery, but they would ensure that it was inspected for delivery. 
      8/10 spoke to a customer service agent. They escalated the call to ***** - the supervisor, who said they could not provide a delivery time. The agent said they could provide a $75 store credit for a $1700 damaged table. They could also not compensate us for the time lost for the delivery and damage issues. We requested a call back from a manager, and she said she could not provide us with a time, but it would be in the next 24 hours. We never heard from a manager. 
      8/19 - Text conversation with a service agent. I requested a supervisor, and they said someone would reach out within 24 to 48 hours. 
      8/20 -  We had someone (no name) leave a voicemail and call them back with the call center number. When we reached back, they said we would hear back from them in the next 24 to 48 hours. We have still not heard back from a manager.  

      Our request has not changed. We have spent multiple days waiting on the company to respond to us to deliver a product that is not damaged. We are being given the run around through their call center that we can not speak to anyone with authority to support getting a non-damaged table. When you pay for a product, you expect it to be NEW, with no cracks, no dents, and of the quality displayed within a store.  

      This error was a simple fix that should have been resolved with the inspection of the table before delivery. We asked for a partial refund when the first table was delivered damaged vs. having to go back and forth with your support team to resolve the issue. Each table has been in the same condition - it almost appears to be the same table being sent each time.  

      Please provide us with the name of a manager and a direct line to support getting this issue resolved. If you cannot support that request and continue to give us the run around then, we are asking for a full refund and for the company to pick up the damaged table. After so many delivery attempts, they have paid more shipping and freight costs than the table is worth. We are out thousands of dollars in lost time due to having to take time off work to be here for the delivery because they will not schedule a time.  


      Sincerely,

      ***************************

      Business Response

      Date: 08/27/2022

      The customer was contacted again today at *******. We left a voice message.

      The Table base is scheduled to be replaced on 9/1. The customer can accept the replacement or reselect for equal or greater value, if greater they are responsible to pay the difference.

      We will pick up base and top when we deliver new.

      Customer Answer

      Date: 08/30/2022

       
      Complaint: 17699825

      I am rejecting this response because of the lack of communication.  We have not heard directly from City Furniture about the upcoming delivery - we only received this notification via the BBB Portal.  Please see the timeline of events below:  

      We received a voicemail from City Furniture from someone named Oldena on Saturday, 8/20. As part of this voicemail, ****** did not reference her title when she called. The voicemail asked us to call her back but did not include any information about a future delivery (indicated in the BBB note) or other options or mention any of the details in this BBB log. They scheduled delivery but have not spoken to us about this new attempt.  

      On 8/27/2022, we called the number back and asked for Oldena based on her voicemail. We spoke to ***, who said she could not transfer us to ******. We explained that we were returning her call per her request. *** said she could have a supervisor call us within ***** hours. Bri could not provide us with any details about the replacement. We have still not heard from a supervisor or Oldena.

      Communication is the most critical part of a seamless customer experience, but ********************** has done nothing to ensure adequate communication. The company continues to give us this needless call-center loop with no ability to connect with any individual directly - even when asked to do so.

      Oldena can reach me at my direct line ********** before 10:00 am EST on Wednesday, 8/31, or Thursday, 9/1. We are not available after 1:00 pm EST Thursday, 9/1, due to a medical procedure scheduled for over six months. Due to us not receiving any communication directly from City Furniture about this delivery date beyond a BBB message, we do not consider this direct communication or confirmation of acceptance of this date.  

      Please contact us directly to schedule the replacement of this table at the available times above.  This will ensure a seamless resolution to this issue.  

      **I am including the voicemail left in this message.  As you can see - they have not provided any avenue to resolve this issue/the voicemail did not contain any information that was reported to the BBB. 


      Sincerely,

      ***************************

      Customer Answer

      Date: 08/30/2022

      [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ******** and find that arbitration is necessary.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:08/10/2022

      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 piece of furniture from City Furniture. The first time I received the furniture, I opened the box, and found that not only was the furniture damaged, but also appeared to be previously assembled. The business offered to give a discount or gift card to keep the damaged, used furniture. I scheduled an exchange. I received my second piece of furniture on August 9, 2022. When I received the furniture, i saw that the box was damaged. I only partially opened the box and saw that the furniture was damaged. On August 10, 2022, I contacted customer service looking for a refund/return due to receiving two damaged pieces of furniture. I was only offered repair. I insisted on at least a discount and exchange, which they denied. I was not the individual that damaged the furniture, i didn't even want it any longer and i'm trapped in a cycle of poor customer service and awful craftsmanship/care of furniture.

      Business Response

      Date: 08/10/2022

      We apologize for any inconvenience and frustrations this has caused our customer. The customer has an exchange scheduled  for the ** stand to be replaced on 8/13/2022 .We will follow up once delivered to confirm satisfaction .
    • Initial Complaint

      Date:08/09/2022

      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 bedroom set, paid in full. Was told delivery would be within a certain time frame, then was told that parts needed to back ordered. This happened 3-4 times extending the actual delivery a year over when it was supposed to be delivered. When finally arrived for delivery, they were missing parts and after speaking with customer service they reported back that the missing parts would need to be back ordered. They refuse to cancel the order or provide any type of adjustment to remedy the situation. Their response is basically, your parts will be delivered whenever they are delivered.

      Business Response

      Date: 08/10/2022

      We apologize for any inconvenience and frustrations this has caused. We were unable to locate the customers account with the telephone number and email address provided. Please have the customer respond with the invoice number, name, or telephone number used at the time of purchase so that we can assist accordingly.

      Business Response

      Date: 08/10/2022

      We were unable to locate the customers account with the telephone number  ************** and email address ( ***************** provided. Please have the customer respond with their invoice number, name given at time of purchase , and  telephone number used at the time of purchase so that we can assist accordingly.
    • Initial Complaint

      Date:08/08/2022

      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 ordered a dinette set February 15, 2021. I was told it would be delivered April 29. On April 29 the table top and the legs and two chairs arrive. I was told the remaining shares are backordered. A third chair showed ** in June 2021. I called to ask about the fourth and remaining chair. And I was told it was backorder. And that it would be delivered in July. Then I was told of August. And now I'm being told October or November. Not please keep this in mind. My girlfriend ordered the exact same for chairs two weeks after I ordered mine. She is had hers now for over four months. Every time I call, they tell me they are sorry but there's nothing they can do. They also tell me if I would like to pick out a different chair they may be able to help me. I think this is ridiculous. Any help would be greatly appreciated, I just think this is horrible to treat customers this way.

      Business Response

      Date: 08/09/2022

      We apologize for any inconvenience and frustrations this has caused the customer.  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. The customer is missing one  Jax 24 barstools. The vendor has advised us that we can anticipate getting a new shipment anytime between 10/17/2022 and 11/7/2022. The customer has the option to wait on the back ordered chair where we would contact the customer to schedule as soon as they come in, or they have the option to reselect to another set of chairs.  We would 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. 
    • Initial Complaint

      Date:08/04/2022

      Type:Delivery 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.
      My name is ***********************************, alias *******. I purchased the ******* bedroom set with City Furniture in **************, ** on July 12, 2022. Order number is ******, my total was $3,952.82. On July 16th, I received my dresser and mirror, two sets of drawers, and two nightstands. I was told the chest and bed rail was on back order and one of my nightstands came damaged. The two sets of drawers I got on July 16th also were damaged. My main issue was getting the bed rail. I was scheduled to have the bed rail delivered on July 16th, and then on July 22nd, only to be told it was on back order. I have had to miss days of work to have the bed rail delivered only to be told it's on back order. I was told lie after lie, that piece of furniture never shows up to my house. Finally, on July 29th, my bed rail was delivered, and it came damaged. I was promised an exchange on August 4th and was told once again that it's on back order, with the next available date as August 10th.

      Business Response

      Date: 08/08/2022

       We apologize for any inconvenience and frustrations this has caused the customer. It is never our intention to not fulfill our customer's complete order. We are working tirelessly to fulfill every order in a timely manner. The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control. The customer has an exchange processed for their rails(exchange # ******-9) that are currently on backorder. As soon as this item is available we will reach out to the customer to reschedule the delivery to complete the bed. Thank you for your patience.

      Customer Answer

      Date: 08/08/2022

       
      Better Business Bureau:

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

      Sincerely,

      **********************************
    • Initial Complaint

      Date:08/02/2022

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 5/21/2022 order #****** was purchased and delivered on the 25th of May. When it arrived the delivery drivers never opened the box to check for damages which were apparent upon examining the picture to find a big crack. Called them immediately to file a complaint and a replacement delivery was scheduled for the following Wednesday, June 1. This order arrived undamaged. The picture was hung on the wall without issues. On July 21, the acrylic picture which was attached to the frame with adhesive, separated and in doing so fell landing on my baseboard and quarter rounds cracking them as well as the corner of the picture cracked. Upon calling customer service, they agreed to replace the picture and when asked about the damage they informed me that they would have to open another claim. They requested pictures of the damage which were sent along with questions for us to answer regarding what was damage which were done. On August 2, I called to follow up regarding the damage claim to the baseboard and was informed that it would not be covered. I then replied you will replace a damaged picture but not the damages that incurred due to a defective product said picture caused when falling off the frame.After almost 2 hours on the phone today trying to resolve this and finally getting the above response, I am totally disgusted with City Furnitures customer service and will never do business with them again nor will I ever recommend them to anyone else.

      Business Response

      Date: 08/03/2022

      The customer's claim was reviewed by the In-Home Damage Manager. The customer initially received the wall art back on 5/25/2022 and reported damages. There were 3 cracks upon delivery and we filed an exchange to have it replaced on 6/1/2022. The customer called back on 7/22/2022 to report that the corner of the picture was damaged due to the wall art falling we agreed to exchange the piece again. The customer filed a home damage claim stating when the picture fell off of the wall it chipped their floor. The claim was denied due to the fact that the home damage claim was of no fault of City Furniture. The In-********************** only covers damage done by our technicians that was reported on the day of delivery. 

      Customer Answer

      Date: 08/14/2022

       
      Complaint: 17662336

      I am rejecting this response because: I find it reprehensible that a company who admitted their product was defective and replaced said product will not repair the damage that their defective product caused. This says a lot about the morals and values of the company and how they treat their customers. 

      Sincerely,

      *************************

      Business Response

      Date: 08/17/2022

       We are sorry to hear the customer is not happy with the previous message. If there were damages that our techs created in the delivery process City Furniture would be liable. The customer had free shipping for the wall art our technicians did not hang the customers picture. If the picture dropped and caused damage to their floorboard after the item was delivered that is not City Furnitures responsibility. Because the customer just got the piece we exchanged the picture itself that dropped off of the wall.
    • Initial Complaint

      Date:08/02/2022

      Type:Customer Service 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.
      Purchased a couple of accent chairs from this location on 4/16/22, chairs would be on back order for a couple months or so which I was ok with but then I changed my mind and canceled the order maybe a week or so after the initial purchase. I went back to the store to do the cancellation and was assisted by the same rep who help with the purchase. I must add that the rep was absolutely great both times she assisted me, so don't want this store to blame her for anything. The problem I'm having is getting the store to credit the money back. There was an issue with their system when the rep cancelled and processed the refund, but the system only credited back $472.10 out of $1573.66 to my card so there's a remaining $1101.56 that still needs to be credited. I've called them several times which I found out that they credited someone else's account, each time I call I'm being told it's being worked on and that someone will call me back and no one ever does, it has been over 2 months now, all I want is the money to be credited back to my card. City Furniture is basically holding on to money that doesn't belong to them and more over purchase was cancelled way before the product was even close to being delivered.

      Business Response

      Date: 08/03/2022

      We apologize for the inconvenience the customer has experienced. We are working with our sales and accounting team to correct this matter. We will reach out to the customer as soon as a resolution has been made regarding this issue. Thank you for your patience.

      Customer Answer

      Date: 08/03/2022

       
      Complaint: 17659334

      I am rejecting this response because:
      I've been hearing the same response for over 2 months now so at this point my trust in your company is non existent  . I can only hope that you rectify this asap and that I don't have to take any further actions beyond BBB.


      Sincerely,

      *************************

      Business Response

      Date: 08/13/2022

      Billing is corresponding with ********* financial regarding this. The customer will be contacted by a team member or the finance company once there is an update.

      Customer Answer

      Date: 08/17/2022

       
      Better Business Bureau:

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

      Sincerely,

      *************************
    • Initial Complaint

      Date:08/01/2022

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      7/2/2022 My 86 yr old mother was confused at the store and ordered a couch inadvertently. She ordered the wrong size. She only wants to exchange for the next largest model. She has been refused and we are only requesting an exchange and we are willing to pay the delivery cost and/or the increased cost for the larger size.If you order on-line you have 14 days for exchange or return, yet when buying from the store they have zero exchange or return policy. there is no exchange return policy on the receipt and she has no internet where she could view the policies.We are requesting an exchange, any help would be appreciated.Thanks in advance

      Business Response

      Date: 08/02/2022

       Thank you for bringing this experience to our attention. Please accept our sincerest apologies for any inconvenience this may have caused the customer. Our sales team has been working with the customer and customer service to come to a resolution. The customer was approved for a reselection. There is a one-time restocking fee charge of $99.99. The customer will be able to use the funds used to purchase the loveseat for the larger piece she intended to purchase.

      Customer Answer

      Date: 08/02/2022

       
      Better Business Bureau:

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

      Sincerely,

      *************
    • Initial Complaint

      Date:08/01/2022

      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.
      6/26/22 I purchased an adjustable bed from city furniture with the 3 year service plan. The bed was delivered on 7/11/22. On 8/1/22 the bed malfunctioned and stayed in upright position. After troubleshooting it on the phone with customer support they could not get ahold of any service rep ********** to assist even though we had bought the service plan. I was on hold for 2 hours and rerouted over and over. The issue is that my eldery father can not sleep in a bed that is stuck in the upright position and no one is available to come fix it or replace it . I simply need it fixed or replaced as the service contract states.

      Business Response

      Date: 08/02/2022

      We are sorry to hear the customer is having issues with their adjustable base. Our customer service team has been working with the customer with troubleshooting the issue. Due to the wait time with the manufacturer, we have set up a  courtesy service appointment with our certified repair technicians on 8/3/2022. The technician will come to the customer's home and repair the base.  We will follow up with the customer once the technician submits their report and go over the findings with the customer.

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