Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  01/31/2025

  The name on the order is

  ******** Parliament

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

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

  ****** FL 34119

  Customer response

  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

  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 response

  02/03/2025

   
  Complaint: 22873319
  
  

  The name on the order is

  ******** Parliament

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

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

  ****** FL 34119

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/16/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 barstools from city furniture on 11/19/2024. I also purchased a warranty for these items (******). One item was delivered damaged. I attempted to refuse the items upon delivery but was told someone would be out to fix the item. The representative was unable to repair the item. I was told to reselect another item of real or greater value- they do not do refunds (seems anti consumer to have this policy). I selected a replacement item. The items never arrived due to customer service error (see communication). I am now told the items I selected for replacement are on back order until May 2025. I want my money back.

  

  Business response

  01/10/2025

  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 can visit the showroom and a sales agent will be able to assist them with the reselection process.  

  Customer response

  01/10/2025

   
  Complaint: 22793682
  
  This response is non responsive. The fault is of City Furniture by 1) delivering an item that was defective, 2) sending a repair person who was not prepared with the needed part, 3) asking me to choose a replacement item of equal or greater value (inducing me to spend more at your company due to your delivery of damaged goods) and refusing a refund for the delta of an item of lesser value, 4) failing to place the replacement order properly due to customer service failure. The replacement items were in stock when I placed this order (see documentation indicating stools would be available by 12/25/2024 and what I was told verbally on the phone when I placed the order):

  Please also confirm to me and document for BBB that your policy is to rescind the 3 year in home warranty purchased upon replacement of defective stools - which is unconscionable. You delivered defective items and now my 3 year in home warranty is null for replacement items.

  I will be seeking remedy through small claims court in *****************. I believe this company is taking advantage of consumers. 

  

  Business response

  01/19/2025

  We regret to hear that the customers experience did not meet the high standards we strive to provide for all our customers. We make every effort to be clear and transparent about our policies and offer multiple options when an item is delivered with damage.
  In this case, the reported damage to the chair leg was determined by our technician to be repairable with replacement parts. We offered a service appointment to address the issue; however, the customer declined the repair. To accommodate the customer further, we provided alternative solutions, including concessions to keep the item as-is or the option to reselect to a different set of chairs since the original chairs are now discontinued.
  To resolve the situation, the customer may choose to:
  Reselect a different set of chairs with complimentary Premium Delivery, or
  Return the chairs for a full refund, as this issue stemmed from the initial delivery.
  We remain committed to working with the customer to ensure a satisfactory resolution

  Customer response

  01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. If I received a refund (for the chairs and warranty purchased), I will accept this offer.
  
  Sincerely,
  
  **** Pi

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch from this place after moving ***** miles from home with a delivery date of 1/23. Friends have planned trips to come visit and sleep on the pullout mattress. Now they have no place to sleep. This was purchased a month before it was supposed to be delivered. Ive been sitting on lawn chairs waiting on for this couch to be delivered and it gets delayed

  

  Business response

  01/10/2025

  We sincerely apologize for any inconvenience or frustration this situation may have caused. It is never our intention to fall short in fulfilling your complete order.
  Please note that the vendor provides us with an estimated date of arrival, which can sometimes change due to factors beyond our control. We are committed to keeping you informed and will contact you as soon as the item(s) become available for delivery.
  Alternatively, we can offer you the option to reselect another item if that is more convenient for you.

  Customer response

  01/10/2025

   
  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

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a sofa and love seat recliner in Aug 2024. When it was delivered we noticed it didn't fit our space, called & tried to request to let us return it and buy one that would fit our space our request was denied eventhough we provided photos of the issue. Fast forward 3 months and now the loveseat makes noise & the *** port broke. Setup an appt for repair, the tech did not call and cancelled the appt claiming originally he came to the house and no one was home. After advising we work from home & the ring camera shows no one came the story changed to "he called & you didn't return the call to confirm the appt so it was cancelled". Cust serv manager is unable to get a tech out today we had to reschedule and now waiting to see if they won't do the same. This is the worse customer experience I have ever had in my life, the company won't work with you at all. At this point I would prefer to return the furniture, receive a refund for what I have paid and buy something someplace else or at least receive compensation toward the cost to alleviate the added stress & time it has cost me to deal with their customer "service".

  

  Business response

  01/10/2025

  We sincerely apologize for any inconvenience and frustration this situation has caused the customer.
  As per our return policy, once an item has been delivered, refunds or reselections are not available. Currently, the customer has a repair technician visit scheduled for January 13. Once the technician completes the visit and provides their report, we will have the necessary information to assist further with the claim.

  Customer response

  01/13/2025

   
  Complaint: 22790387
  
  I am rejecting this response because:

  The technician came and was unable to hear the cracking noise, he lubricated the springs as they are squeaky and advised the *** port is needed but he is not able to do anything about the first noise reported. He did agree the springs are squeaky and advised to report the noise once it came up again and he was hoping it would happen by the time the new *** port is delivered.

  The noise did come up after he left, I reported the issue to City Furniture and advise I want a replacement as the loveseat is less than 4 months old and should not be having any issues. They denied the request and are now asking for a SECOND opinion and need me to once again make time for another technician. 

  I refuse to continue paying for furniture that's damaged and not up to the quality new furniture should operate. I would like either a partial adjustment to my City Furniture account or a replacement for the loveseat. We paid the extended warranty and its become a nightmare to have it repaired or exchanged. When we were sold the furniture we were reassured the process would be easy. This process has been nothing near easy, this is quite frustrating, it has added a new level of stress to my life, waiting on long hold times to speak with someone, fearing not to get a call back, fearing my appts are cancelled without notice. The experience is traumatizing and unnecessary, this isn't free we pay every month and is unfair to have to continue dealing with such awful customer service.

  Based on this awful, traumatizing experience one gathers City Furniture does not care to create lasting relationships with customers. They are only in it for a quick sale and move on to the next person having the need to buy something which is horrible.

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

  

  Business response

  01/14/2025

  We apologize for any inconvenience and frustrations this has caused.
  The USB and the power switch was order for the love seat ETA is 12 weeks, as it coming directly from the vendor.
   The customer has a repair technician visit scheduled for January 30th  for the second opinion of the springs making the noise. Once the technician completes the visit and provides their report, we will have the necessary information to assist further with the claim.

  Customer response

  01/16/2025

   
  Complaint: 22790387
  
  I am rejecting this response because:

  There hasn't been any help from City Furniture's end, in the end we are having to adjust to what they force us to do. Our request for compensation have not been answered in any way, their responses only state the notes on what I have been force to accept. We either accept THEIR terms on THEIR time or there is no resolution.

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

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got delivery of furniture from City Furniture on November 18th, 2024. Both the reclining sofa (wrinkled) and the white sectional came damaged. The reclining sofa was on backorder until January for replacment. The white sofa they delivered again and that again was damaged. Both times the white sofa had broken frames. You can see if the picture the back of sofa is pushed in. They were going to deliver both pieces again today, but the City Furniture Warehouse called me and sent me pictures of what they were going to deliver which was damaged sofas again. I have called customer service many times and they only say that I can exchange the sofas (2) for other sofas. There is nothing in their store that I want and have gone there several times. I have lost all confidence in this company since it has been three deliveries and the furnitures keep coming damaged. I want a refund and they can come get their sofas. They will NOT honor my request. They told me that I could've refused shipment originally, but they also didn't tell me that, they told me that they would replace it. So after 3 attempts to deliver new undamaged furniture, I want to refuse their shipment and get a full refund. I was on the phone with three people today and spent 2 hours on the phone to get an answer that a Manager would call me back and has never called me back. This company should back their products and they are blaming it on the manufacturer, but that is not my problem. I feel that they did NOT deliver a quality product and with that, they should honor my request to refund me for the damaged goods and come pick up their furniture. I have yet to move into this house and have not even used this furniture yet. Please help me get my $7,148.54 back. I appreciate your help!! This is the worst furniture store that I have ever had to deal with. Thank you for your time and ****************** regards,****

  

  Business response

  01/10/2025

  We sincerely apologize for any inconvenience and frustration this situation has caused the customer. To address their concerns, we can offer the following resolution options:
  The customer may choose to reselect an item.
  Alternatively, they can opt to wait for the new exchange delivery.
  If the customer decides to wait for the exchange delivery, we would also like to offer a $100 gift certificate as a gesture of goodwill for the inconvenience experienced.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought furniture set on 5/24/23 and was promised $500 statement credits as part of promotion. Never received the credit. Salesman **** ****** confirmed I should receive and sales manager ****** ******* also confirmed. To date, I have not received. They both stated it was an incentive to get me to buy the set, but could not explain how I would receive. I have emails and voicemails from both confirming I should receive. Also attached flyer showing the promotion. Although, this specific flyer was not from that time frame, it is an example of what was in effect when I purchased.

  Customer response

  01/08/2025

  Although the initial purchase was in 2023, I was told the statement credits would not occur until the end of the finance payoff period with was in May of 2024.  It was at this point that I began my dispute with City Furniture. Is there any way in which you can assist?

  

  Business response

  01/15/2025

  We apologize for any inconvenience the customer has experienced. According to our records, the customer claimed a Reward Card in 2023 valued at $250.
  Please note that Elite Rewards does not have access to the customer's transaction history or balance information. The Reward Card details would have been sent directly via email.
  If the customer requires further assistance, please let us know.

  Customer response

  01/30/2025

  Yes, I agree, I did receive the $250 reward card as mentioned.  However, that is not what I am disputing.  The salesperson stated I would receive $500 in statement credits towards the end of my credit card promotional period.  He confirmed in the email I attached previously and it was confirmed by the general manager via email as well.  I still did not receive the promised credit and went to the store where I purchased.  The manager on duty, once again confirmed I was eligible and later left a voicemail to that effect as well.  He was uncertain about the specifics of how it was credited, but repeatedly stated it was an incentive to get me to purchase.  The incentive worked, as I did purchase, but I never received the promised credits.  I would like the promised $500 statement credit or something equivalent in value.

  Customer response

  01/30/2025

   
  Complaint: 22784970
  
  I am rejecting this response because:

   

  Yes, I agree, I did receive the $250 reward card as promised.  However, that is not what I am disputing.  The salesperson stated I would receive $500 in statement credits towards the end of my credit card promotional period.  He confirmed in the email I attached previously and it was confirmed by the general manager via email as well.  I still did not receive the promised credit and went to the store where I purchased.  The manager on duty, once again confirmed I was eligible and later left a voicemail to that effect as well.  He was uncertain about the specifics of how it was credited, but repeatedly stated it was an incentive to get me to purchase.  The incentive worked, as I did purchase, but I never received the promised credits.  I would like the promised $500 statement credit or something equivalent in value.
  
  Sincerely,
  
  ***** ******

  

  Business response

  01/30/2025

  We apologize for any confusion the guest may have encountered. Based on the promotion offered at the time of purchase, the guest is eligible for a $250 gift card rather than a $500 gift card.
  For better clarity, I have attached a copy of the promotion details that were active during the guest's purchase. Please feel free to share this information with the guest to provide further understanding.

  Customer response

  02/03/2025

   
  Complaint: 22784970
  
  I am rejecting this response because:

   

  This is unacceptable.  The confusion does not rest with me.  I just cant determine if your sales staff and GMs need training or if they willfully lied to me.    I completely understand the $250 gift card promotion.  As I stated, this is not the issue.  The issue is your salesman, **** ****** said there were two concurrent promotions going on, with the second one being $500 in statement credits.  After I did not receive them, the fact that I SHOULD have was confirmed by your GM, *** ****** and later by the store manager, ****** *******.  Do you not stand by the written and verbal commitments of your staff?
  
  Sincerely,
  
  ***** ******

  Customer response

  02/04/2025

  How did the business make a "good faith effort" to resolve my issue?  They had three different employees tell me in writing I am entitled to a $500 credit and yet they won't honor it.  I guess there isn't anything I can do, but I thought the BBB was a consumer advocate.  I guess I was mistaken.  I'm not really sure what your function is other than to take the side of the business.  I suppose a small claims case is my next option.  What BS.

*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. ↩