Complaints

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

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
• 

  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
• 

  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
• 

  CITY Furniture, Inc.

  9951 Interstate Commerce Dr Fort Myers, FL 33913

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2024 I placed an online furniture order (#******) for several items at City Furniture. The order was delivered on December 10, 2024 by City Furniture via their truck. I realized the two 5x8 area rugs were not going to work-out. On December 11, 2024 I returned both area rugs in person at their ***********, ******* ** location. The associate at the front desk ***** processed the two area rug return and took possession of them. He furnished me a receipt for the return in the amount of $ ****** (#****** / 10) and told me a credit would be issued on my City Furniture credit card. As of 1/29/2025, still no credit. When I call customer service I get someone a *********** call center that isnt helpful. I called the location where I returned the rugs and spoke with ****** they keep saying I need to return the area rugs. I already returned the area rugs on 12/11/2024 and have a receipt. They seem to be very confused. Im not getting anywhere with this credit.

  

  Business Response

  Date: 01/31/2025

  We sincerely apologize for any inconvenience and frustration this situation has caused. We are currently working with our accounting team to review the customers account and ensure this matter is resolved.
  We will contact the customer as soon as we receive an update.

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  City Furniture delivered a bedroom set to our home. During the delivery they put a hole in our wall. We filled a claim for them to fix it, and they have continued to put us off for over 6 months now. They only want to offer a gift card of $250 to make me shut up about the damages to my home. I got a repair estimate on my own of $1,200 to repair the wall. Every time I call, I get the run around and I'm told someone will reach out, they never do. I just want my wall in my home repaired, I do not want a $250 gift card to City Furniture.

  

  Business Response

  Date: 01/30/2025

  We sincerely apologize for any inconvenience and frustration this has caused. Unfortunately, we were unable to locate the customer's account using the telephone number and email address provided.
  To better assist, please have the customer respond with one of the following:
  Invoice number
  Full name
  Telephone number associated with the account
  Thank you for your cooperation.

  Customer Answer

  Date: 01/31/2025

  The name on the order is

  ******** Parliament

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

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

  ****** FL 34119

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22873319
  
  I am rejecting this response because: you were unable to find the account. My wife placed the order, her name is ******** Parliament and her phone number is ************. That is sufficient to look up the order information. 
  
  Sincerely,
  
  **** Parliament

  

  Business Response

  Date: 02/03/2025

  We sincerely apologize for any inconvenience this situation has caused. After reviewing the details of the claim associated with invoice #******-19, we have made multiple attempts to assist the customer and provide fair resolutions.
  The customers ******************** was delivered on 7/9/2024. During the delivery, our technicians encountered difficulty bringing the headboard into the bedroom and accidentally made contact with the wall. They immediately reported the incident and submitted supporting photos. Our In-Home Damage Claim Manager promptly contacted the customer the same day to address the concern.
  As a resolution, we initially offered the customer a $260 in-store gift certificate or a $160 check to cover the damage. The customer opted to have the wall repaired instead. In response, we arranged for a Certified Repair Technician to complete the repair, but upon arrival, the customer declined service, expressing concerns about the durability of the repair.
  On 10/5/2024, we made another attempt to resolve the matter, offering either a $200 check or a $300 in-store gift certificate, which the customer declined. On 10/12/2024, we made a final compensation offer of either a $250 check, a $350 in-store gift certificate, or the option to proceed with the repair. We reached out via phone, left a voicemail, and sent an email with the offer, but we did not receive a response. As a result, the claim was closed on 11/10/2024 due to non-response.
  On 1/29/2025, the customer reached out requesting to reopen the claim and presented a contractors estimate for $1,500. At that time, we reiterated our previous offer of a $250 check or a $350 in-store gift certificate, though the repair option was no longer available due to the claim closure. The customer escalated the matter to a Supervisor, who also reaffirmed our final offer.
  We have made every reasonable effort to accommodate the customer, providing multiple resolutions over an extended period. While we understand the customer's frustration, we believe our offers were fair and in good faith. Unfortunately, we are unable to provide additional compensation beyond what was already extended.
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22873319
  
  

  The name on the order is

  ******** Parliament

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

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

  ****** FL 34119

• Initial Complaint

  Date:01/26/2025

  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.

  We ordered a sectional couch. They attempted to deliver it twice but both times the middle piece was not correct. Weve had a sectional couch in our house for 2 weeks with the middle missing. Now we cannot get a guarantee of when the correct piece will arrive. One customer care *** said the piece is on back order and it will take several weeks. Our sales associate says they have plenty in stock. Ive asked for a refund but they refuse - and our sales associate, **** ****, doesnt even have the courtesy to return my multiple calls and emails. ************* says the store needs to authorize the refund. The store says customer care needs to authorize the refund. Our order was placed 1/1/25. The first delivery was 1/17/25. The second delivery was 1/23/25. We demand a full refund at this point.

  

  Business Response

  Date: 01/26/2025

  We apologize that the customer had issues with trying to get this pieces delivered in tact ***************** Team spoke to the customer earlier today and approved a full refund for the ******* Sectional (credit : 015247 - 19). The customer has pick up scheduled for Thursday January 30th 2025. Refunds can take 7-10 business days to process excluding weekends and holidays after items are picked up from the customers home. We thank you for your understanding .

  Customer Answer

  Date: 01/26/2025

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

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bedroom set from City Furniture order numbers ****** and ****** in November 29, 2023 consisting of King **** Two nightstands, dresser and mirror for a total of ******** After delivery on December 8, 2023 few weeks later two of the drawer tracks on two separate drawers broke. I called City furniture customer service and explained that these two drawers broke and the other drawers deemed to not open as much as i thought they should and i believe that's why these tracks broke. They said that they would order two sets of tracks from the manufacture and have them shipped to my house but it would take at least 4 months coming from overseas. This house is used by me only in the winter months from January to April. My neighbor notified me in August 2024 that they had found these replacement tracks on my porch and would hold until January 2025 which is 14 months after my purchase when i returned to my house in *******. On January 22, 2025 I installed the new tracks and discovered that the original tracks installed on the 9 drawers on the dresser had incorrect tracks installed at the factory only allowing the 14 inch drawers to open less then half of their potential. The new replacement tracks allow for the repaired drawers to open 12 inches of the 14 inch drawer depth and slide smoothly not like the original ones, that bind, that were installed at time of construction. Photo's I've attached show the difference of the drawers with the original tracks and the new one i just replaced. I called City Furniture describing this issue and was told that because it's after 12 months there is nothing that they can do. I explained that this is not a warranty issue but a manufacturing issue because the manufacturer did not install the correct tracks from day one. All i asked is that city Furniture send me 7 more sets of the correct tracks to repair the 7 remaining drawers on my dresser and that i would install them. This dresser was not built correctly form manufacturer.

  

  Business Response

  Date: 01/24/2025

  We apologize for any inconvenience and frustrations this has caused.  The Vendor provides a 1 year warranty from the date of delivery. 
  The customer took delivery of the dresser on 12/08/2023.  The customer called in on 01/23/2025 to report the issue with the drawer tracks, that was outside of the 1 year warranty that the vendor covers.   
  Please see the vendor warranty below.
  
  The Manufacturer will either repair or replace at its option any product, which has a defect in materials or workmanship covered by this Limited Warranty without charge. The Manufacturer will pay the cost of labor and shipping and handling to repair or replace defective part(s) for one (1) year form the original date of purchase.
  The Manufacturer will either repair or replace at its option any product, which has a defect in materials or workmanship covered by this Limited Warranty without charge. The Manufacturer will pay the cost of labor and shipping and handling to repair or replace defective part(s) for one (1) year form the original date of purchase.
  If identical materials are unavailable at the time of repair the Manufacturer reserves the right to substitute materials of equal quality.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22849957
  
  I am rejecting this response because:
  I feel that the manufacturer should replace the incorrect drawer tracks which was installed at time of manufacture without cost to me. I feel that this goes beyond the 1 year warranty on dresser. If the correct drawer tracks had been installed at time of manufacture I wouldnt be dealing with tracks failure as I have now with the incorrect drawer tracks. Poor business practices on City Furniture to keep a customer. 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made purchase 01/16/2025 We are not satisfied with the purchase and wanted to return the item. Email receipt clearly states that although I did not purchase a protection plan, I had 30 days to change my mind. City furniture is refusing return or exchange. These are misleading, illegal and deceptive business practices. When delivery is made youre told you have 24 hours to file a claim for damages. My email recipt for the delivery states I have three days. Everything they do and say is contradicting. Deceptive business practices in ******* are prohibited by the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). The ****** protects consumers and businesses from unfair, deceptive, or unconscionable trade practices.

  

  Business Response

  Date: 01/23/2025

  We sincerely apologize for the inconvenience you have experienced. As this concern pertains to a mattress comfort issue, we would like to refer you to our online policy regarding such matters.

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

  Mattress Comfort Guarantee

  When you purchase one of our mattress protectors, you will be covered by our 120 Day Mattress Comfort Guarantee. *********** are not included. No refunds or reselections are allowed if one of our mattress protectors is not purchased and used. Since your body takes time to adjust to a new mattress, you must sleep on your new mattress for twenty-one (21) days before a one-time reselection is allowed. Reselections must be for equal or greater value. A new Premium Delivery charge and a $129.95 exchange charge will apply. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22847134
  
  I am rejecting this response because: My receipt clearly states I do not need to purchase coverage, I am covered by your 30 day policy. ******** was purchased online not in store. 
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 01/27/2025

  We regret to hear that the customer did not have the experience we strive to provide to all our customers. While we make every effort to be clear and transparent about our policies, we apologize for any confusion regarding our return policy.
  According to the documentation provided under Service and Warranties Friendly Reminder, it states that the customer did not choose a protection plan for their order. However, the policy also specifies that customers have 30 days from delivery or pickup to add a product protection plan if they change their mind.

  For sanitary reasons, we do not allow mattress returns unless a mattress protector was purchased at the time of sale. When a mattress protector is purchased alongside the mattress, customers qualify for our ******* Mattress Comfort Guarantee, which is clearly outlined on our website and throughout the showroom.

   The terms of this policy state:

  When you purchase one of our mattress protectors, you will be covered by our 120-Day Mattress Comfort Guarantee.
  Box springs are not included.
  No refunds or reselections are allowed if a mattress protector is not purchased.
  Customers must sleep on the mattress for at least 21 days before a one-time reselection is allowed.
  Reselections must be for equal or greater value, with a new Premium Delivery charge and a $129.95 exchange fee.
  Box springs, adjustable bases, pillows, and mattress protectors cannot be exchanged or refunded once delivered or opened.

  Unfortunately, as the customer did not purchase a mattress protector, they are not eligible for the 120-Day Mattress Comfort Guarantee.
  Should the customer have any additional questions or concerns, they are welcome to reach out to us directly at ************ or email ***************************************** Thank you for bringing this matter to our attention. We appreciate your understanding.

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22847134
  
  I am rejecting this response because: Again, their policy and what the receipt say are completely contradicting and meant to confuse customers. My receipt very clearly states I do not need to purchase protection to be eligible for the 30 day return window. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:01/19/2025

  Type:Customer Service 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 bought over $20,000 worth of furniture and accessories including warranties. The desk and sofa had to be replaced and sofa is currently damaged and instead of coming out and looking into it, they then said they dont have any coverage for commercial use ( yet they did previously address it knowing items were ********** It was horrendous dealing with customer care. My salesperson knew where ******************** was going and said nothing of exceptions. The lack of clear communications @ city furnitures exceptions by salesperson is neglectful so I have a sofa damaged, a mattress and base that now cant be returned I was told I had 30 days to try and encouraged to keep trying when I first reported uncomfortable yet it really is 21 days and there is no warranty or return policy on the base So everything presented was mis-information and mis-leading & completely unprofessional . I would never ever have bought anything for office or home without a full warranty. From Salesperson to Delivery to ************* all failed me as a customer and no one should experience the sly, manipulative , disgraceful and unprofessional conduct. I have zero ability to gain refund or replacement because of fine print exclusions which were not made upfront. If they were brought to my attention, I would have NEVER bought anything this was a horrible experience and I would veer anyone AWAY from City Furniture. Its cheap all around and theres zero customer care or service, no loyalty whatsoever. This store is in ************, ******* and salesperson is ********.

  

  Business Response

  Date: 01/28/2025

  We regret to hear that the customer did not have the experience we strive to provide to all our customers. While we make every effort to be clear and transparent about our policies, we apologize for any confusion regarding the services we offer.
  Unfortunately, our Protection Plan is not intended for commercial use. However, we are refunding the full amount paid for the *************** Plan back to the customer. Refunds issued as a check for debit or cash payments take 1014 business days to process, excluding weekends and holidays. Please find the attached details regarding our Comfort Guarantee and *************** Plan for further clarification.

  
  Regarding our Mattress Comfort Guarantee:
  When you purchase one of our mattress protectors, you are covered by our 120-Day Mattress Comfort Guarantee.
  Box springs are not included, and no refunds or reselections are allowed without the purchase of a mattress protector.
  Since your body takes time to adjust to a new mattress, you must sleep on the mattress for 21 days before being eligible for a one-time reselection.
  Reselections must be for an item of equal or greater value. A new Premium Delivery charge and a $129.95 exchange fee will apply.
  Box springs and adjustable bases cannot be exchanged or refunded once delivered. Pillows and mattress protectors cannot be exchanged or refunded if opened. More information can be found here: ************************************************

  
  Regarding our *************** Plan:
  CITY Furniture offers a 1-Year or 3-Year *************** program, which covers repair or replacement of furniture with stains or manufacturer defects for one or three years from the delivery date. Clearance items, electronics, and floor model pieces are excluded, and *************** cannot be purchased for these items. Our furniture is designed for residential use, and the warranty is void if the items are used commercially.
  You can find additional details about the *************** Plan here: ************************************************

  
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22832513
  
  I am rejecting this response because:

  1) I would have never bought my office furniture from C. F. Knowing it wasnt covered .  The salesperson ( ********) and her store manager were in full awareness of where furniture was going and its purpose and sold me not only furniture without disclosure but also sold the protection.  The couch has damaged frame and stains which cant be repaired now  

  As gorgeous as the mattress 

  I told ******** it was too hard and she told me to give it time I was not made aware of restrictions and I wanted to replace early yet directed to delay to give it time 

   

  yes they refunded protection but Im stuck with furniture without recourse  

  it wasnt full disclosure.. in fact what I was sold was a lie 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/16/2025

  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.

  We purchased a dining table with 4 chairs and a side bench on 11/16/2024. Thinking we would have it in time for Thanksgiving Day dinner. The salesman, very nice by the way, stated that we would not have it in time. So, they set us up for 12/12/24 delivery date. Then they kept re-scheduling and rescheduling for several times. The last delivery date was 1/10/25, so on this date I called only for them to tell me, that I had another delivery date of 1/20/25. I just want to cancel the order altogether and please give me my money back. Please keep in mind that we purchased the dining table and chairs in person, this was not an online purchase. We already found another dining set in **** and will pick up and assemble ourselves, no delivery date and it's cheaper. By the way very poor customer service. NEVER AGAIN will I go to Ashley Furniture.

  

  Business Response

  Date: 01/17/2025

  We apologize for any inconvenience and frustrations the back order 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.
  The customer has been credited for the amount of $1054.59, processed back the the card ending in 7273 on 01/11/2025.
  Refunds for credit card and finance companies can take 7-10 business days to process excluding weekends and holidays.

  Customer Answer

  Date: 01/29/2025

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

• Initial Complaint

  Date:01/15/2025

  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.

  We purchased a Loveseat recliner on July 5, 2021 . A couple of days ago out of the Blue it stopped reclining, it was not moved or touched so I have no idea why this happened. We got in touch with City Furniture and the told me that my warranty had expired in July 2024 and that they could do nothing about it. Why were we not notified to extend the warranty? The Love seat recliner is only over 3 years old and it should not have gone out just like that for reason! This does not say much for the quality of their Merchandise!

  

  Business Response

  Date: 01/20/2025

  We are sorry to hear that the customer is experiencing issues with their reclining loveseat. After reviewing the account, we see that the furniture was purchased on July 5, 2021, and delivered on July 7, 2021. The customer also purchased a ****** *************** Plan, which expired on July 7, 2024.
  The customer contacted us on January 13, 2025, regarding their loveseat not reclining. Unfortunately, both the manufacturers warranty and the extended *************** Plan had already expired at the time of the report. As a result, we were unable to process the claim.
  While we are unable to offer direct assistance at this time, we would be happy to provide a list of trusted third-party repair professionals who may be able to assist. The customer can reach us directly at ************ or by email at **************************************** to request this information. Thank you for your understanding.
  

  Customer Answer

  Date: 01/20/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some furniture 11/16/24. After over a month of not receiving my items I was notified that the items I order were discontinued and no longer available. I went into the store and got a refund receipt from a sales associate. I paid by card so I figured it would go back on my card. I've been told it has to be mailed by check. I was told in December they would sent it out fed ex right away. Today I was told it went out on the 6th of January but no one can provide me with a tracking number and If it were sent out express it should have arrived by now. They owe me $1589.84

  

  Business Response

  Date: 01/20/2025

  We apologize for the delay regarding this issue. We spoke with the customer on 1/15/2025, and the accounting team has confirmed that the check was sent out on 1/06/2025. Please note that refunds issued via check can take 1014 business days to process, excluding weekends and holidays. If the customer has not received the funds by 1/28/2025, they are encouraged to contact us directly for further assistance. Thank you for your understanding.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 Leather Barstools from City Furniture through sales employee ****** **** over the phone and he wrote an invoice that I paid. I clarified with him that I wanted the 30" stools that were described as measuring as such (to the bottom of the chair seat) on the City Furniture website and on the invoice.They were delivered in sealed boxes to the lobby of my apartment building in mid December. When I opened the boxes I noted that the chairs were over 33", not 30" as advertised and ordered. I immediately filed a claim, as required by City Furniture, that the chairs were not delivered as ordered. After numerous telephone calls, emails, texts and going personally to the Clearwater City Furniture store, I am still left with the barsools for which City Furniture refuses to authorize the return. The 33" barstools are too tall for my counter, and I need the 30" stools I ordered. City Furniture customer service says it's a problem that the store needs to authorize a return for, yet the store says customer service has to fix it. I am left without any options. No one at City Furniture, including sales employee ****** **** and manager "*****", cares to fix the improper sale and delivery and failure to honor the return policy. City Furniture either 1) incorrectly represented the specifications of the stool height, or 2) incorrectly delivered the wrong size stools. Then City Furniture fraudulently refused to honor its return policy for selling and/or delivering the wrong size barstools. They owe me $722.22 and need to retrieve these barstools. I think they need to be investigated for fraudulent sales practices. I ask that you assist me in ensuring they honor their advertised sales and return policies. Thank you.

  

  Business Response

  Date: 01/14/2025

  We apologize for the inconvenience the customer has experienced. 

  The customer can visit the showroom and a sales agent will be able to assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal to or greater in value than the original purchase. There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice. Please feel free to contact us via email at: **************************************** or call our *************************** at ************.e...

  Customer Answer

  Date: 01/29/2025

  Hello - City Furniture has offered to replace the stools at no charge to me, but I have yet to receive them and have this situation resolved. I respectfully ask that BBB extend the deadline for responding to 2/15/2025 to see if City Furniture has resolved the matter by then. Thank you very much for your help, **** ********

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22807261
  
  Hello - City Furniture has offered to replace the stools at no charge to me, but I have yet to receive them and have this situation resolved. I respectfully ask that BBB extend the deadline for responding to 2/15/2025 to see if City Furniture has resolved the matter by then. Thank you very much for your help, **** ********
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/30/2025

  We wanted to provide an update regarding the customer's approved reselection. The new delivery is currently scheduled for February 4, 2025. Please note that the customer will be contacted the evening before to receive a 3-hour delivery window.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22807261
  
  I am rejecting this response because: I was finally given a delivery date of February 4, then City contacted me today and LIED to me on a recorded line that my apartment complex couldn't accept the delivery date and the earliest my apartment elevator was available was later in February. I advised the supervisor at **** that was a lie as I was with the apartment complex concierge who never received a call from City, and then the City person acknowledged the misrepresentation. They apologized. I respectfully ask that City refund all the money for the stools as clearly they don't intend to deliver them to me.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/11/2025

  We sincerely apologize for the challenges the customer has faced in resolving the issue with their barstools. After speaking with the customer, we have agreed to issue a refund. The customer has a pickup scheduled for 2/13/2025 (Credit Memo #******-50).
  Once the items are picked up, our accounting team will process the refund. The customer has requested the amount be returned to their original form of payment, and we will communicate this to our accounting team. If that is not possible, a check will be mailed to the customer's provided address. Please note that refunds typically take ***** business days to process, excluding weekends and holidays. We appreciate the customer's patience and understanding throughout this process.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22807261
  
  I am rejecting this response because: although City Furniture finally picked up the 3 stools at issue, they have not refunded any of my money paid. They had promised a full refund.
  
  Sincerely,
  
  **** ********