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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/29/2022

  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 ordered a mattress and when it was delivered, it did not expand out of the box. They brought me another one, with the same problem. They want a technician to come look at the bed, but I fought with them since it doesn't need a special person to see that it is not expanding, so they brought me a 3rd mattress. This one isn't expanding. Now they are telling me a mattress needs 72 hours, and I can't say it hasn't expanded yet. The ends of the mattress are still rolled at the ends. I have had these mattresses before and maybe they aren't fully expanded in 2 days, but they expand a little by now. This is the same size as they got it out of the box. No one will return calls. The managers send you to customer care, and you're on hold for hours and no one picks up. I was told someone from corporate would call me "by end of day" a week ago and never got a call back. I want my money back!! I can't sleep on the floor and couch anymore! It's been a month already!

  

  Business Response

  Date: 08/02/2022

  We are sorry to hear that the customer is not happy with their mattress purchase. The customer has a service appointment scheduled for 8/12/2022. We will follow up with the customer once the technician submits their report and go over the findings with the customer.

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17642031
  
  I am rejecting this response because:
  I want this mattress picked up from City Furniture and my money back immediately. I shouldnt have to wait another 2 weeks (its already been a month without a mattress) for a specialist to see that this mattress is defective and not expanding. I need to be able to get a mattress from somewhere else. I have attached pictures from the day the delivery was made and today, 6 days later. Its obvious its not expanding. It looks exactly the same!
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/03/2022

  A mattress inspection is required for us to make the determination if the mattress is in fact defective. We can make a determination based on the findings of the inspection.

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17642031
  
  I am rejecting this response because:
  

  A service technician was supposed to come today but is now sick.  It took 3 weeks to get an appointment for a "specialist" to see look at a mattress that has no shape.  Anyone can see this is not the way it should be.  So I took ANOTHER day off from work for no reason.  They are "squeezing me in" on Tuesday, Aug 16, so this is another day I won't be able to work.  I have now lost 5 days of work for this mattress and it's not over yet since this appointment is just to look at the mattress and City Furniture will figure out which options will be available after they get the report, which will mean at least another day off to get the mattress. 

  I want this mattress picked up and my money back.  How much longer do I have to keep putting this off and losing more and more money?

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

  

  Business Response

  Date: 08/18/2022

  The customer was contacted yesterday 8/17 to schedule the service and we left a voice message with instructions to call us back to set up the inspection.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17642031
  
  I am rejecting this response because:  

  I was busy when they called.  I attempt to call back but on hold for minimum 45 minutes.  I don't have time to wait for an agent to answer.  The technician had already came when they called me (in response to the BBB complaint, not to my numerous calls and messages to be contacted!)  The technician had said he has seen many of these mattresses that are defective.  He said they got a bad batch.  Why can 1 technician in a small area say this, but City Furniture can't admit it?  In previous times I had chatted with an agent and the technician also said CF would call me about the appointment in a few days.  It has now been 4 days, and still no call.  I attempted to call again today, but don't have time to wait for someone to answer.  I just want this mattress picked up and my money back!

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

  

  Business Response

  Date: 08/24/2022

  We have reached out to the customer numerous times to have the mattress inspection scheduled.The mattress inspection is the only way we can make a determination on how to proceed. We called the customer again today 8/24/2022 and left a detailed message on the customer's voicemail. Seeing that all of our contact efforts have failed, the customer will need to call us at  ************ or they can email us directly at *****************************************

• Initial Complaint

  Date:07/28/2022

  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.

  Hace un ao realic la compra de un seccional en City furniture el cual traa problemas de fabrica despus de un tiempo de reclamo me aceptaron cambiar la parte que se encuentra en mal estado y que adems ahora hasta los espaldales se le han ido aflojando, resulta que ya me han dado 3 fechas de entrega cada vez que llamo la cambian y sigo sin resolver el problema pues dicen que todava no lo tienen disponible y ya hace un ao que empec con la reclamacin y nada ******* espero me puedan ayudar, gracias

  

  Business Response

  Date: 07/29/2022

  The customer will receive a replacement Left sofa once the item is in stock. We are very sorry for the delay and inconvenience this may have caused.

  

  Business Response

  Date: 07/29/2022

  The customer will receive a replacement Left sofa once the item is in stock. We are very sorry for the delay and inconvenience this may have caused.

• Initial Complaint

  Date:07/26/2022

  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 been trying to establish contact with the vendor in regards to filings warranty claim on a sectional sofa I purchased. They wont return my emails or calls. I call customer service and all they tell me is to keep trying. This has been going on for well over a month.

  

  Business Response

  Date: 07/29/2022

  Because the furniture was shipped outside of ******* the customer is not covered under warranty. However as a courtesy we do try to assist our customers with either service repairs or parts depending on the issue and if its within 1 year. This claim is currently still pending resolution and our warranty team will contact the customer once a repair professional is paired in their area.

• Initial Complaint

  Date:07/25/2022

  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 brand sectional piece. First delivery was ripped in two places and the exchange came worn. The furniture is supposed to be brand new. I filed a claim for both within ******************************************************************************************************************* a damaged piece of furniture.

  

  Business Response

  Date: 07/26/2022

  We are sorry to hear that the customers furniture was not delivered up to their expectations. The last exchange the customer received for the wedge, the customer stated that there were wrinkles in the leather. Typically this is an issue that a certified repair specialist can address in the customers home. The customer refused the option to repair and we set up an exchange for the piece to be delivered on 7/28. We will put this exchange on our special care delivery route so that our operations team will be able to thoroughly inspect the piece before it is delivered . We apologize for the inconvenience.

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17621029
  
  I am rejecting this response because: I purchased a brand new item so I dont want it repaired. I am awaiting for the exchange but I still want a discount of $100 for the inconvenience. I have had to wait for delivery three times now and have **************** come in my home.
  
  Sincerely,
  
  Cherneil ********

  

  Business Response

  Date: 07/30/2022

  The wedge will be available for delivery on 8/12. We have reached out to the customer and advised. As a courtesy we can offer a $50 dollar store credit for the inconvenience. 

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17621029
  
  I am rejecting this response because:
  I do not want a store credit. I will not be purchasing anything from you guys in the future because you are charging new prices for used and damaged items. I want a brand new wedge piece and a $100 adjustment or I keep the piece I have and get a $200 adjustment. 
  Sincerely,
  
  Cherneil ********

  

  Business Response

  Date: 08/08/2022

  We are sorry to hear the customers wedge came wrinkled upon delivery of the exchange. The customer refused the delivery. We have offered the customer 3 options to rectify the issue. These options cannot be combined. Option #1: The customer can keep the wedge as is and we will give the customer a  $200 gift certificate to use in-store (with this option the current exchange would be canceled). Option #2: The customer can keep the wedge as is and we would apply a $100 credit to their account (with this option the current exchange would be canceled). Option# 3: The customer can proceed with the exchange (exchange #****** ) for the Hallstrung Wedge the item is currently reserved and is scheduled to be delivered on 8/12/2022.  The customer will be receiving a brand new piece inspected by our operations team, in addition, we will apply a $50 gift certificate for the inconvenience that the customer can use in-store (No additional discounts or additional gift certificate amount for the gift certificate will be offered with this option). 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17621029
  
  I am rejecting this response because: I do not want any in store certificates because the company is not checking the quality of their items. There is no way that I should have received a ripped item first and then the next one was worn. If you check the photos, you can see the difference in the quality of new versus old. 
  
  Sincerely,
  
  Cherneil ********

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17621029
  
  I am rejecting this response because:

   

  I have been waiting for an exchange and today 30 minutes before the scheduled delivery I get a text saying the wedge is on back order and to check status and the status states not available. I just want the $200 credit to my account since I have no choice but to keep the item.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/18/2022

  The $200 dollar offer would be a store credit. The refund amount that would go back to the finance account is $100 dollars.

• Initial Complaint

  Date:07/22/2022

  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.

  I purchased a bedroom st that is the worst quality I have ever seen. I have called and emailed and want to return it and get my money back. They told me to send pictures and they would send someone to repair it. Cannot be repaired to that extent. I just want my money back. I have sent emails to two different people and pictures, now there is no response from them. Please help get this returned and money back. Thank you

  

  Business Response

  Date: 07/24/2022

  We apologize for the inconvenience and frustrations this has caused the customer. The dresser was delivered on 7/10/2022 and the customer reported damages the day after. The customer was offered to have a certified repair technician come out to the customer's home to do repairs and the customer declined. We reached out to the customer on 7/24/2022 to assist with their damage claim but we were unable to reach them.  Please have the customer reach out to us directly at call us directly by dialing ************  or email us at ********************************************* so that we may further assist. 

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17613711
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/21/2022

  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.

  Wife and I ordered a crib with a matching dresser with premium delivery on 01/31/2022. Dresser arrived in March and the crib arrived in April. 4 gentlemen from City Furniture came to deliver and build the crib the day of delivery. All seemed fine upon first glance. Later, when I was prepping the crib for my son's arrival, the mattress wouldn't fit. After reviewing the build instructions, I had realized the delivery guys had built the crib incorrectly. I called City Furniture and they sent out a repair man to look at the crib and he confirmed that the delivery guys built it incorrectly and that it would be a hazard to use. We called back City Furniture to let them know and they offered a reselection, but, none of the cribs matched the dresser, which was the whole point of buying both. We said we'd wait out the delivery which was due in August at the time. Our complaint was met with a $50 gift card which we denied. This past week, I noticed the crib's tentative delivery date is mid-September into possibly October! That's ridiculous. I had to buy another crib as my son was born early last month and has outgrown the bassinet we hoped would last us until August.I am very upset as this was a result of negligence on the part of the delivery drivers. I even tipped $100 thinking they'd done a great job. The last rep we talked to tried to place blame on me for not watching them build it and make sure it's correct within the day? Are you serious? You want me to supervise FOUR adult men to build a simple crib? We opted for premium delivery for the convenience and instead, it's become a nightmare. It's literally an 8 page instruction sheet a 10 year old could build. I'm out the crib we purchased and had to buy a new crib to compensate. I respectfully ask to be refunded for the premium delivery since I had to spend money to buy another crib AND have the crib delivered earlier. It's unacceptable to STILL not have the crib but have to make payments on it?

  

  Business Response

  Date: 07/23/2022

  The crib is scheduled to be replaced on 8/5. However the customer has the option to reselect. We can not refund the full delivery fee however we are willing to refund back half which is *****.

  Customer Answer

  Date: 07/25/2022

   
  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. However, I wish to receive formal communication from City Furniture promising delivery of the crib on August 5th, 2022(08/05). When we checked our status last week, the replacement time was a lot further down.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/20/2022

  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.

  I spent $2,289.56 on July 12 to buy the folowing itens: (1) Sloane Light Beige *** Shelter Bed; and (2) Kevin Charles ****** Firm 14" Mattres; both king size. Order No. 573451.The itens were delivered on July 14, but the number 1 came wrong because the strethcer and slat were small and could not reach the side rails. I submitted the claim on the same day of the delivery to inform the store about this problem. (Claim No. 02129577).I tried a lot to reach the store after the claim but it is imposible. They make you wait for 1h and then just shut down the call telling that there is no attendant available.The store called me two (2) days after I had submitted the claim (July 16) to schedule the exchange of the itens, which was supposed to be done on July 19.Two drivers came to my house on July 19 to exchange the wrong items. When I was looking for the boxes and checking all stuffs, the drivers just took another box, tapped that and went out with my footboard, the strecher and slats. I did not have a chance to say anything to them.After they gone, I opened the box delivered by them and there were two more side posts (i already have two) and two side rails (which were not damaged or wrong).I called the store and stayed on the phone for almost 1h and nothing was solved. I asked for the whole refund and even this was denied by them. They told me I had a right to borrow a shelter until they solve the situation but nobody called me to this (as they told me it was been done). I tried to call him today too (July 20), to ask about an uptade of the case, but no attendant was available as always.So, I really do not know what to do anymore once we just moved to a new home and had no chance to sleep because this store left us. Worse, I have in my home 4 side posts and 2 side rails for what? They are completely lost! I just need to them to take back all the items, refund me and never see each other anymore.

  

  Business Response

  Date: 07/23/2022

  Sorry for any inconvenience this has caused. The bed is scheduled to be delivered on Thursday 7/28. We have communicated this information with the customer.

• Initial Complaint

  Date:07/19/2022

  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.

  Couch is 6 months old hardly sat on. Still under manufacturer's warranty. Called city furniture customer service department gave me run around. Spoke with supervisor who let me record call. Couch came with armrest Bump in metetial. I accepted a *********************************************************************** while rest of couch is fine. It's a different issue and under warranty. I asked this question in great detail on recorded line so there would be no issue when I made the claim. City furniture is horrific to deal with. Same issues with numerous damaged delivery atteps 3 x then kept bringing my son the same damaged furniture. I have that in a email from my sales girl stating omg they're are bringing you the same one over and over cause it's outta stock. Every day I take off of work it's money outta my pocket. Had a repairman scheduled for today per Pauly at City with Paplo. He called late yesterday and said he's not in my area on the and pushed me back to Friday. That's another day I missed from work today.. City needs to replace couch. There reviews on this sectional are bad people having same issues.. I will dispute charged if not corrected

  

  Business Response

  Date: 07/22/2022

  On 2/1/2022 the customer accepted a 200 dollar store credit to keep the furniture as is.

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17590024
  
  I am rejecting this response because: as I confirmed with the manager who let me record her on my phone if an item comes in with a stain example a scratch on a metal leg a little tear those are all separate issues to receive the $200 if something else malfunctions example the arm of the chair falls off the reclining mechanism brakes the footrest brakes you're still covered under warranty for that I have that on a recording because I would not have accepted that money I said to her excuse me but if something comes in with a little scratch on it and I accept $200 is that furniture still warrantied in case something else happens she said yes cuz that happens with my son's nightstand it came with a scratch on the side of it and I said okay let's say in 2 years the draw falls off is it still going to be covered and service she said absolutely that's a total different issue so City furniture needs to really stop playing games and customer service really needs to be more educated on how this works I have all the information I need on a recorded phone conversation with a supervisor she actually said that this chair is under warranty since it's only 2 weeks old shame on City furniture for treating their customers this way I would never accept the $200 credit if the rest of the chair got there did something happen to it would fall apart and the $200 credit wasn't on this chair that was delivered two weeks ago it was on the original chair that broke after I accepted one that had scratches on it so let's get the story straight. I will gladly provide the better Business bureau with the telephone conversation
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/27/2022

  The customer has an exchange scheduled for their power recliner on Saturday 7/31. We will follow up with the customer after delivery to confirm satisfaction. 

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17590024
  
  I am rejecting this response because:

  I got to kind of agree to anything until the new chair again because the one that came again was damaged so once again we're doing another swap out.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/17/2022

  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 placed an order on 5/27/22 totaling $5225.38. I even opened a credit account so I was able to purchase more than I intended. I was told at the time of the purchase that all items were available and the delivery was scheduled for 6/9/22. The morning of the delivery, I received a phone call informing me that only 3 out of the 5 items were available. The remaining items would then be scheduled for 6/23/22. On 6/23, once again I receive a phone call stating that one of the items was unavailable and was now on back order. I continued to wait for my delivery and about 30 minutes before the end of the delivery time window, I received a phone call informing me that the delivery drivers shattered my table and they would keep in touch with me to see how they may assist. Soon after, a different representative called me stating the table was defective and could not be delivered in that condition. I asked to speak to a manager explaining that I had taken multiple days off from work to be able to receive these deliveries to no avail and would like some sort of compensation. The rep refused and very matter-of-factly stated that a manager would tell me the same thing and that there is no compensation that could be provided. For such a big company, I thought this was a very unprofessional interaction when handling the complaint of a loyal customer. He proceeded to give me the option to reschedule the item for delivery to be made on the same day as the back ordered item. Those items were scheduled for delivery today 6/17/22, and once again I received a phone call this morning informing me that one of the items was damaged and not in a good condition. The item is no longer in stock and Im not sure of I will ever receive it. This is the worst experience I have ever had with a furniture company by far. I will never be doing business with them again. I am seeking some sort of compensation for all the time I have wasted and plans Ive cancelled. Thats the least they could do.

  

  Business Response

  Date: 07/18/2022

  We are sorry to hear that the customer did not have the best experience with our company. The customer received the coffee table but unfortunately, the end table was damaged on the last delivery. The end table is scheduled to be delivered on 7/26/2022. We will put the piece on a special care route to prevent damage during transport. We can offer the customer a $50 gift certificate to use on a future purchase once the table is redelivered.

• Initial Complaint

  Date:07/16/2022

  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 have went to city furniture to buy furniture for my new home in PR we spend 32k 4 month ago I still have 1 item to be deliver and its been delivered 3 times but they keep bringing me the sane item at this point Im upset is draining me mentally Ive travel back and forth to *********** just to be there for the delivery day and they still bringing the wrong item I as well was charge a huge amount for VIP service that I decline because I didnt need the furniture to be assembled because we were sending it to PR Ive send endless email and communicate with customer service they still scheduling my item and keep changing dates after dates this has been a very draining and physically emotional roller coaster for me as the only thing I want it my item which is a chair that matches my love seat in my living room if they cant deliver this item that I Ive order Ill have To return the loveseat and get a different set Ive contacted customer service at this point they have no answers I keep calling they let me wait on line for hours I honestly cant do this anymore I need help solving this issue with this furniture store, please thanks,*********************************.

  

  Business Response

  Date: 07/17/2022

  We have reached out to the customer in regards to their complaint. We apologize for any inconvenience and frustrations this has caused, It is never our intention to not fulfill our customer's complete order. The customer has received mislabels for their chair. We are waiting with our marketing team to see when we will be receiving new inventory for this piece so that we can ensure that the customer receives the correct color. We are also contacted our sales team to address the customer's concerns with the premium shipping charges. We have also offered the customer the option to reselect on the swivel chair as well as the Loveseat that it goes with if the customer chooses to do so. The customer can visit the showroom and a sales agent will be able to pull up the customers invoice number and assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal or greater in value than the original purchase. There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice.

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17576701
  
  I am rejecting this response because:

   

  I got a phone call after adding a complaint on the BBB and they said they were going to deliver on the 29th of this month but honestly, they have not resolved the issue with the money that they charge me extra for the *** services I decline at the store as my merchandise was not supposed to be assembled and never was as it was getting shipped to PR. I need this as well resolved and I will record the delivery of the chair that they said they will deliver on the 29th of this month as I am very scared and hesitant that they will deliver the wrong chair color again.

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

  

  Business Response

  Date: 07/28/2022

  The delivery was rescheduled online by the customer for 8/2. A showroom team member will be reaching out to the customer regarding the delivery fee and any other concerns the customer have.