Complaints

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  City furniture delivered broken and damaged furniture. Then instead of refunding my money and taking their product back, they tried to give me a gift card to just keep the items and accept the damages in exchange. Then when I tried to use the gift card they denied it. So not only has this company fraudulently exchanged false goods for payment, but then falsely and in bath faith arranged a remedy.

  

  Business response

  03/20/2022

  The customer received a gift certificate for the amount of $*** on 1/14/2022 for compensation for a table that was damaged on delivery. The customer accepted a $*** gift certificate to keep the table as is . Gift certificates can be used at any City Furniture affiliated location, including Ashley Showrooms that are South of Vero, Naples, and Fort Myers. The gift certificate is emailed to the customer directly and the customer has 45 days to visit the showroom and use the certificate before expiration. Unfortunately, this Gift Certificate expired on 2/28/2022. Due to the fact that the certificate has already expired, It is at the discretion of the showroom manager if they are willing to honor the gift certificate in-store. 
  
  
  

  Customer response

  03/23/2022

  
  Complaint: 16906091
  
  I am rejecting this response because: I was given a gift card to replace the value lost in the furniture because of all of the damage. Until I have spent the compensation, which I was planning to do on march 12, then I have not been compensated for the damage to the furniture that was purchased. It is simple. If the company is trying to deny the gift card, they are admitted to trying to defraud me and prevent me from obtaining the compensation which means i exchanged money for brand new goods that was never delivered. Ergo, the transaction isn't complete. I still stand by my original intent. If the company wants to come and get their furniture for a full refund, I would be happy to have that arrangement. It is still in the same condition it was delivered. Otherwise, they need to issue the credit (gift card) and when I have the opportunity to spend that gift card, only then will the transaction be complete.
  
  Sincerely,
  
  Michael Weber

  

  Business response

  03/24/2022

  The document clearly included an expiration date and the voucher was allowed to expire. We have advised the consumer that they may go into a showroom and a team member may honor this gift certificate. 

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 2 chairs measured them in the showroom sat on the table perfect they came 2 and a 1/2 inches smaller then in the store and advertise online. Representative whom I have her have her name and I won't put on Privacy reasons said she would accept a full refund if they were delivered a second time and they were still small. She agreed that A great size was wrong and that they could be returned when I called in another supervisor said she shouldn't have told me that they have to deliver for A 3rd time and after that if the size was still on in the chairs They couldn't guarantee me anything I'm leaving no kind of answer but it is. I explained I had on a recorded phone call her stating that I'm allowed to return the chairs for a full refund. You can't advertise something at 1 size and now the company overseas is making it smaller that is not my fault

  

  Business response

  03/11/2022

  The customer was contacted and we left a voice message. We can replace the chairs on 3/23, offer a reselection or pick up the chairs and provide a refund. The customer can contact us back and a team member will assist.

  Customer response

  03/30/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   It is my right by my credit card company to receive money's back for items purchased that are not as described as measurements were confirmed to be wrong by both you, And your online advertisements. I was originally promised a full refund on the recorded Lon the recorded line and then when I called back to set up pick up I was told I couldn't get a full credit. It was only until I filed a complaint with the Better Business Bureau that someone from corporate  Called me back and I then again had to explain to her the situation after she offered me a store credit I said it's not that I don't like the chairs it's that the chairs are the wrong size and no adult big rear end would fit. She then agreed to found and  Apologized saying I should not have been treated the way I was by the previous supervisor I advised her that you need to treat your customers with more respect. I am writing this because I want this posted publicly so people could read what city furniture actually does. I will no longer be buying from this store. And yes I do see that the money was credited back to my synchrony city furniture credit card
  
  Sincerely,
  
  ******* ********

  

  Business response

  03/30/2022

  Thank you for taking the time to write to us and bring this experience to our attention. Please accept our sincerest apologies for any disappointment and inconvenience you have experienced. We will be sure to bring this up to the attention of our Leadership Team to make the necessary improvements. The customer has stated that she has received the credit for the chairs back to their Synchrony card.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch and chase from City Furniture in Jan 2020 along with 3 year extended Warranty. I now noticed the seems of the cushions a ripping apart and there is an actual rip in another cushion( not due to any accident).A Technician came out and deemed my damage as normal wear and tear and City Furniture is refusing to fix or replace the problem. This couch is only two years old, it is micro material and should not be coming apart at the seems(ripping).I can not get anywhere with ***************** the refuse to connect me to a higher Supervisor. I purchased this extended Warranty for this reason. The product is cheaply made and again should not be ripping at the seams after two years of use. This is not regular wear and tear. It is also not Customer Abuse as one of the **************** Rep told me was stated by the Technician. I sit on the Couch, that is what I bought it for and not to just look at.I want this couch replaced.

  

  Business response

  03/02/2022

  We are sorry to hear the customer had so many issues with their order. We sent out a service for a Certified Repair Specialist to come to the customer's home on 2/28/2021. Per the Service Report on 2/28 the seat casing along the perforation of the ********** on the seat casing, there were also small punctures which is consistent with usage. On the right sofa, there were small puncture lines due to usage. Possible claw marks. Unfortunately, this is not covered under the warranty. We offer the customer a 10 percent discount towards a new replacement piece with free premium delivery.

  Customer response

  03/03/2022

   
  Complaint: 16821554
  
  I am rejecting this response because: this is not regular wear and tear, again the couch is only 2 years old. This is from the Warranty Policy. 
    "CITY Furniture will repair or replace any furniture with manufacturers defects in workmanship and materials for one year or three years from the date of delivery"

  This is a defect in Workmanship because the Seams are coming apart, this should not happen after only 2 years
  
  *********************

  

  Business response

  03/04/2022

  Per the inspection report the claim is denied. As a courtesy we can offer a 10 percent discount towards future purchase.

  Customer response

  03/08/2022

   
  Complaint: 16821554
  
  I am rejecting this response because: The tech was out today and stated the affected cushion needed to be replaced.
  
  Sincerely,
  
  *********************

  

  Business response

  03/09/2022

  The customer submitted pictures in the claim showing separation at the seam that is indicative of no normal wear and is not considered a  defect. And is not covered under the In-home Service Plan. We offered the customer 20% off of a replacement purchase price towards a new replacement purchase with free premium delivery.  
  Please see page 2 of 3 of the terms and conditions of the In-home service agreement(#**) attached.

  
   We will not cover loss or damage caused by the following: (1) Abuse; (2) Any damage caused by pets; (3) Damage or odor as a result of moving or improper storage conditions; (4) Damage caused by fire, smoke, flood or another natural disaster, theft or vandalism; (5) Furniture that is used for commercial purposes; (6) Damage not reported within thirty (30) days of occurrence; (7) Products with removed or altered construction; (8) Clearance, floor model or as is; (9) Natural characteristics or markings on fabric, leather, wood, and marble;(**) Normal wear; (11) Electronics are not covered; (12) This Agreement covers items on the original purchase only.

  Customer response

  03/10/2022

   
  Complaint: 16821554
  
  I am rejecting this response because: I insist on it being poor quality material and should not be coming apart. There has been no abuse to this couch except sitting on it. I quote the statement from you above, you agree it is no normal wear and tear and therefore should be covered.

  "The customer submitted pictures in the claim showing separation at the seam that is indicative of no normal wear..."
  Sincerely,
  
  *********************

  

  Business response

  03/14/2022

  We sent the Certified Repair Specialist out to the customer's home on 2/28/2022 and again on 3/8/2022  Per the report attached the Technician stated that the damage is consistent with usage. We can request parts from the vendor for the casing for the chaise and sofa or we can offer the customer 20% off of a replacement purchase price towards a new replacement purchase with free premium delivery. Please see both detailed reports attached with the technician's findings as well as the Investment information that details the terms of the warranty. Normal wear is not covered under the warranty.

  Customer response

  03/15/2022

   
  Complaint: 16821554
  
  I am rejecting this response because: I am rejecting the observation the Technician made. It was the same Technician for one and again the couch is only two years old, this is not normal wear and tear. Everyone has the Pictures.

  I am willing to have someone come out and do the repair, i.e. change the casing of the damaged part, if it can be done.
  
  Sincerely,
  
  *********************

  

  Business response

  03/16/2022

  We have placed a parts order for the seat casing for the **** micro right sofa  &  **** micro left chaise. Both items will be delivered to the customers home by the vendor. The vender is overseas and the lead estimated time of arrival for the parts is 12 weeks. 

  Customer response

  03/17/2022

   
  Complaint: 16821554
  
  I am rejecting this response because: I am accepting this, but it doesn't state who will actually fix it after the parts get here.
  
  Sincerely,
  
  *********************

  Customer response

  11/09/2022

   
  Complaint: 16821554
  
  I am rejecting this response because:

   

  I filed a complaint about this same problem in March of this year. It was closed because City Furniture said they would repair my couch. I is now November and I had an appointment last week to repair my Couch ( which in my opinion they should have replaced the couch because I purchased the extra Warranty), the Technician came out and asked where the Material was, I never received any Material. He stated it is always send to the Customer, again nothing was send to me. I have called **************** and thus far they can't find anything and I have not heard anything from them since last week. I waited over 6 month for this Material only for it to get lost. In my opinion City Furniture is dragging their feet until my Warranty runs out. Also I left a review on Yelp and got an answer there from ******* to write her an email which I did twice and nothing. My Couch is progressively deteriorating.
  
  Sincerely,
  
  *********************

  

  Business response

  11/10/2022

  We are sorry for the miscommunication. This claim is not covered under warranty based on report. However , we are assisting as a courtesy. Parts were ordered and we are currently awaiting technician to confirm parts were received and will schedule with the customer.

  Customer response

  11/10/2022

   
  Complaint: 16821554
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order: 632179 on 12/16/2021 I order a mattress and a bed from this horrible company. They first delivered the mattress, headboard and footboard and then told me they could not assemble the bed because I still needed more parts from the bed. Weeks later they deliver the rails and then told me they STILL could not assemble the bed because I was missing parts. 3rd delivery and they told me I was missing the hardware and rails. When I called they told me that they would order the missing hardware and I would receive it in 1-2 weeks. 4 weeks later I still did not receive the parts. When I called they told me it would take 6-10 weeks instead which was unacceptable. A manager by the name of ****** then told me that she would process another order so I can get an exchange and would receive the missing parts. When that order was delivered, it was STILL missing the hardware to assemble the bed. I am not being charged for the original order that was never completed and the new order that was still incomplete. ****** refuses to call me back. I have contacted City Furniture via phone, chat, and their Twitter account and have asked for my issue to be escalated to someone from their senior leadership and that has been ignored. I sent an email to their Director of Customer Service and that also has been ignored. It's been two months and I have a mattress on the floor where my child is sleeping. This is the worst company I have ever dealt with.

  

  Business response

  02/17/2022

  Unfortunately the bed the customer received is missing some necessary parts needed to complete the assembly. These parts will not be available until mid March. The customer was contacted and we offered for them to wait until march, get a credit to purchase a different bed or full refund of the bed. The customer will reach back out to us with a decision. 

  

  Business response

  03/30/2022

  We apologize for the inconvenience the customer has experienced. We spoke to the customer today in regards to this account. The bed was picked up on 3/17/2022. We have reached out to our accounting team to release funds for the customer's refund. Refunds for credit cards and finance companies can take 7-10 business days to process excluding weekends and holidays.

  Customer response

  03/31/2022

  
  Complaint: 16770156
  
  I am rejecting this response because: They have said for weeks that I would be getting a refund and I have not received anything. I do not believe them when they say it is being processed. They refused to return my calls unless they are contacted by the BBB.
  
  Sincerely,
  
  ******* *******

*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. ↩