City Furniture
reviews and complaints

Purchased a left hand sectional in October 2019. The seams on the chaise have split open and the company are not interested? We later purchase another sofa two seater from the same store. There is absolutely nothing wrong with the other pieces including the love seat part of the sectional. I don’t expect after 2 years a sofa splits in two places! There’s obviously a manufacturing issue to the chaise as the other sofa pieces are fine! I called the store today and they are not willing to do anything about it. We only want the chaise piece replaced!

My name marcia augustin I purchase a sectional, a dining room table...and 2 nightstands approx 1.5 to 2 weeks ago.I only saw them via tablet they were not available in the store.

I previously bought a dresser and a bed a year ago.

The sales rep by the name of Michael was very curious the supv was very professional and kind he seems as if he from the islands...

My problem is when the nightstands were delivered they do not match with my dresser I told the drivers to please take it back they refuse...

I contacted customer service and they told me once it's delivered I cannot return the item...

I am unhappy with the nightstand and your delivery people for not paying attention to me when I told you take the nightstands with them.

I returned to the store last week Michael spoke to a supv by the name of Jeramy he did nothing not even ask me what was the issue.

I was trying to get in touch with Lisa Curvelo regarding this matter

I would not like to disturb the CEO,Pres with this problem...they have other important matters.

Also today I called synchrony and was told my payments will be 167.00 for one year..I did not know about this..I understood something about interest only...I needed my payments to be split at least for 24 months

Thank you kindly

Marcia Augustin

[protected]

marcia.[protected]@att.net

2216 Adams st #308

Hollywood FL 33020

Total manufacturer design fail and defect.

Chair backing is supported by only two seams without any foam or wood backing. The seam takes all the stress and is sewn very tightly. It is so tight that it performs like a hammock. After one year, seams are splitting on a $450 chair that is barely used.

I contacted customer service and filed a claim as it is clearly a bad design as two seams cannot take pressure without splitting out. I was told it was out of warranty.

This is a design flaw.

This bed was delivered on Sunday 2/27. They dropped everything at my front door and left. They were supposed to assemble the bed, and the dresser.

Then on Wednesday 03/02, they came and assembled the bed only (and refused to assemble the dresser, which is apart of the bedroom set). I called corporate, and they called the technicians, and asked them to assemble the dresser. They lied and said “we already left”, while they were standing RIGHT IN FRONT OF ME.

This is two appointments to meet your delivery guys. I am over it. I do not want them back to set up the dresser at this point. I do not have time to meet your staff THREE TIMES. You guys call this “premium delivery services”. What a total joke.

Please refund me for the premium delivery, since your staff only competed half of the job. I agreed to have them come ONE TIME. Not three.

You violated the terms of the financial agreement and you will refund the card or I will dispute it with my credit card company. Thank you.

I placed an order on December 6th, 2021. Paid out of my pocked with no financing over 6K for items that were promised to be delivered. I ordered a dining room set with china cabinet, and two kids beds. The kids beds were in stock and were promised to be delivered on time. ON delivery date, the beds were incomplete, the table could not be delivered and the buffet part of the china cabinet was dented. I have spoken to over 3 supervisors, who only apologize for their mediocre service. My children bed are incomplete, and there is a possibility that the sides that are missing might be arriving march 17, 2022. Overall the quality of service is below standards, not the service you would expect from such a reputable company. I do not recommend this place for anyone to purchase furniture!

Dining table set delivered yesterday. Box was completely 360° torn open the contents removed and put back and barely secured with pallet tape. Driver contacted customer service with me I informed them it was an open box item and beat to hell. As expected table is damaged. Replacement backordered unknown time, refusal to refund a return and we have to keep this pile of garbage they delivered yesterday for possibly months. Robot customer service and truly no one in their company cares. If they delivered a new item in factory packaging it would be a little easier to swallow but they did not deliver what we paid for. This company does not own any of their mistakes and if they do things ethically wrong they will treat you as if they did things correctly and no different there are no special exceptions I repeat there are no special exceptions the representative told me even if the table was broken in half I could not receive a refund. If you order from www.cityfurniture.com god have mercy on you and make the driver sit there for as long as it takes for you to open the box and count every single piece and make sure nothing is damaged before they can leave. City furniture if you do not deliver as ordered come pick it up, take ownership of your mistakes.

On January 11, 2021, I received a damage product for Order Number 628877 that was missing items and damaged. I request to have the item picked up and they refused to pick the items up. I was advised that I must keep this item in my home (as storage) until city furniture is able to pick up the item in three weeks. I request to speak to a supervisor to have this item picked up and was told I would be told the same thing no matter how far up in the company I file my complain. Well I plan to file a complain as far as every social media platform will allow me to. After this horrible experience I would like the items picked up from my home and take my money else where. I am no longer interested in your products.

I bought a bunk bed on 8/19 which broke a week ago (order number 795792, roughly $690 tax included, plus $97.80 for warranty); as you can see in the pictures attached, the way the bunk bed broke will make it impossible to use as the top bunk is unavailable and it could fall on the bottom bed at any time (due to the structural damage).

I reached out to City Furniture (CF) claiming the warranty and they approved a credit. I went to 2 stores (Pinecrest and Doral), and none had beds, so I ended up ordering online; placed with the help of a CF Sales Rep. I spent at least 3 hours talking with CF opening the claim and placing the order.

Here is the problem; CF came to drop off the new order and refused to deliver it because I did not have the broken bed (order #665795). I took the broken bed apart and threw it out because it was a health hazard (one of my kids was hurt by a screw from the broken rail). The claims reps (I chatted with 2) that approved the reselection, the salesperson, or the emails I received failed to mention that I was supposed to return the broken Bed. CF claims that there is nothing they can do despite this being their mistake (no one said they needed the broken bed back). I Spoke with a manager who even apologized because I was misinformed and ended up saying the same, "there is nothing we can do".

City Furniture failed to inform me that they needed the bunk bed back; they failed to do this when the claims reps told me that the credit was approved, the sales rep did not say it either during our almost 2-hour conversations and even the confirmation emails failed to mention they needed the broken bed back. The emails even say that they won't come in my apt to deliver the items.

My kids are sleeping on the floor because City Furniture made a mistake and as of now they are refusing to give me what I'm owed. I don't understand how or why CF can't assume their mistake (which is well documented) and honor their part of the deal, their bed broke, I paid for warranty so they must honor the warranty.

They sell u plan n tell u if not used u get store credit
But for a month now I gave been trying to get it n their response is it's in the mail which I'm sure is a lie. This credit expires quick according to papers 30 days I'm sure they will wait till they can say oh sorry it's expired. After I complained to salesperson, her answer, I hear that a lot.
WORSE CUSTOMER SERVICE CANT SPEAK TO ANYONE ITS ALL ONLINE N BE READY TO SPEND OVER AN HOUR ONLINE WITH THEM !
Don't bother going to store either manager will say he can't help n walk u over to phone.
Never again will I buy from them n this is from a loyal customer who has most if not all furniture in house from them. I will be closing my credit acct. too as I never plan on using again.

My girlfriend and I purchased a dining room table and chairs on November 28, 2021. The delivery was scheduled for December 11, 2021, which was great! Just in time for the holiday. We had plans of inviting everyone over for dinner.

The delivery arrived, the delivery men just rushed and placed all the things in the apartment and just left. We opened the boxes and assembled the chairs. Opened the box for the tabled… NO HARDWARE! Called "customer service" and was told no hardware replacement can be picked up or delivered. They next available delivery and exchange will be on December 31st. Christmas dinner… ruined and canceled.

We decided to put past behind us and move forward. We made new dinner arrangements for family and friends for New Years (hoping to have the table assembled) the delivery arrived. Again, delivery guys completely rushing the deliveries, delivered the table and ran off.

Red flag right from the start! The box looked so beat up. But we trusted the new delivery and hoped to everything would be fine… boy was I wrong. They sent us a USED AND DAMAGED TABLE. Even the hardware had scratches and dents everywhere. The screws were stripped! I couldn't even assemble it if I wanted! Called customer service again. Explained the situation, and got no resolve at all! I pleaded to speak with a manager. NO MANAGERS AVAILABLE! Was told one would call me back in 24-48 hours. I'm now on 72 hours with no return call at all.

Not only was my Christmas dinner canceled and ruined, but now my New Years. And what makes it worse… I have a table still in my home with no help at all. We even went as far calling the gentleman that sold us the table at the store (even knowing his ability was limited) but what he said was beyond unexpected! After explaining our horrible experience so far, he advised us to cancel the order and buy and new table and pay for premier delivery! This is the absolute worst service I have EVER received in my life!

This company is absolutely horrible. Read all the complaints and think twice before purchasing from them. They owe me a credit from 6 months ago. I purchased almost $40, 000 worth of furniture, and no one cares to help me with the furniture I need replaced (yes, they delivered DAMAGED furniture). Six months and I STILL don't have everything I ordered, and they can't tell me when I will get it, although they have lied several times to me. It seems all the staff is always either sick or on vacation, excuse after excuse. I'm missing pieces of sets. The system shows they delivered items but they didn't. They also tried to deliver EXTRA pieces about 5 times. So, I have lost literally thousands of dollars and plan on hiring an attorney. This is how they treat a 100% disabled vet and his family, never mind a customer who paid a LOT of money. Disgusting and it is at all levels. Even the Owner didn't care, which I figured he wouldn't. We now have to go purchase additional furniture, wasting more money. They don't care about the customer, they only care about the sale. Especially, Wendy at the Orlando location who apparently got a promotion (probably from our sale) and never got back to me since. Shame on them.

September of this year I purchased the Troy White Micro Power Reclining Console Loveseat. 2 weeks after purchased it was delivered and was defected. I ask for a replacement. A few weeks past and the replacement came and it was a used refurbish chair with peeling and the components did work either. I called and ask for a refund and to have this chair picked up. A supervisor was suppose to call me in 24-48 hours. No call. After calling again and emailing with no response I go into the store where I purchased the item. Talk to the RM Oscar who called the same number I would call for assistance. It took over an hour and a half for customer service to pick up and to only transfer us to the Warranty department who then had us on hold for a Supervisor another hour. I spent 4 hours in the store to only get an email sent to a group of managers. Sad part is the Supervisor did not want to give her name or a manager name and when she sent the email it had no name attached unlike the 1st lady I spoke with, Jazmine who sent the email for a supervisor back in October. After spending 4 hours in the store and getting no where I came home. Fast forward too late evening I get a call from the escalation department who claims to be a manager and still no help. This whole company sounds like a joke and should not be in business. I will be filling a compliant with the BBB and reaching out to the media to shine some light on how City Furniture does business.

If I could give negative stars, I would do just that, City Furniture has lost my business as well as all of my families business and anyone I can tell about my horrible experience with them. My wife and I were in the market for a new couch and went to City Furniture where we were "sold" on a microfiber sectional recliner that we were told would be just as sturdy as leather, which is what we were shopping for. Just to be on the safe side, we purchased the additional 3 year in home service plan that covers accidental damage as well as defects from manufacturer. After 9 months we started to notice that a couple areas were starting to peel on the couch. We contacted the service plan we purchased and they sent a technician out to look at couch. He took pictures and stated that the couch could not be repaired but the piece would have to be replaced. After almost 3 weeks of not hearing anything from City Furniture regarding the replacement of our defect couch, I again contacted the service plan, where they asked me how the damage occurred. I told them I did not know how it happened that all we have done is sit on the couch. Well immediately they told me that they would not be covering our claim because the peeling was caused by wear and tear. We paid almost $4k for the couch with service plan that they are refusing to honor because they are stating wear and tear on the couch. How is it that after 9 months, that the couch is peeling?!?! How is it that a service plan can cover accidental damage but they are refusing to cover what they are considering wear and tear. NEVER AGAIN CITY FURNITURE, NEVER AGAIN!

What we were expecting did not arrive there is no other explanation very bad work that one has to wait a certain time for this to happen late .

Poorly made leather sectional. They don't want to do anything to fix it

Sub quality furniture.
Insurance plan is a joke, service rep brought wrong part said part needed was on stock, never heard back.
Can't get thru to customer service, on hold 95 minutes and gave up. Went to the scene of the crime (store) and they haven't been able to get an answer in 2-1/2 hours as of now.
My thoughts; [censored]y furniture would be a better classification.
Miserable senior management operation, salespeople try to help and get the same [censored] as I do. Wonderful operation you run.

I purchased a sectional on 7/26/21, $2900. When I was notified that it was back ordered I cancelled the order. The salesman informed me that there was another set for the same price, in stock. I ran down saw it. It was closing time and he said he would write it up. The price tag on the set was in the price range that I was looking to spend. Although I did not receive an invoice at that time or sign any paperwork. When it was delivered I informed the deliveryman that the recliner was too large for the room. He refused to return it. I called the next day to Customer Care, spoke to a manager and still received no satisfaction. They said there is a no return policy. I was willing to pay for the return. I even contacted the deliveryman and he was holding on to the box it came in, so I could return it in its original carton.
Now a month later I receive the bill, $6, 000. Realizing that there must be a mistake I've reached out to Customer Care, corporate headquarters, anyone that would listen to me. I would never agree to spending that much money. I never signed a purchase agreement. I was never informed of the price at that time, except for what the salesman had told me, "it was the same price range as the other set." I am retiring and this is absolutely too much money to spend on furniture that started out at $3, 000. Why would I spend $6, 000. This has to be a scam to the consumer. I trusted the salesman, John, for some reason to do right by me. He refuses to answer my calls or try to assist me in any way.
How is legitimate ? I never signed a contract, especially for this price. They can have the entire set or partial pieces can be returned to lower the price.

Good Afternoon,

My name is Frank Mesa and my phone number [protected]. I did an order on your store located at 18750 South Dixie Highway
Cutler Bay, FL 33157 with the sales representative Adriana Ulles. My order was made on July 11, 2021 an so far I havent received my furniture. Order #725317. On August 28th, 2021 I received an email to schedule a delivery day for my order. Today, I received an email saying that two parts of my order cannot be delivered. I called the store where I did the order because I wanted to talk to a manager and I haven't been able to talk to a manager. Most important is that any sales person or manager from that store know how to give you an appropriate answer of what's happening with my order. Now I checked my order online and it was changed by Sep 21, 2021 without my permission. I believe there is a problem with the system because I have a family member who bought the same furniture than I on August 15 and she received the furniture one week after. I've been waiting almost 2 months ago for my order and yet I dont even have a delivery date at this point.

We have purchased and paid in full for out door furniture from City Furniture.
They have now delivered the chairs 4 times. Each time, they are damaged but they will only take back 4 at a time. The table has been has been horribly damaged from the original delivery.
We are on customer service for hours at a time but seem to get nowhere.
Horrible customer service and worse quality control.
Also, this is a very expensive set. We feel totally stuck !Please don't buy City Furniture !

HORRIBLE
Todd and Myrna Stone
Boca Raton

Purchased bedroom furniture last month and was given a delivery date by my sales person. Was notified that the delivery was confirmed for a certain date.
After calling customer service to verify, I was given a totally different date.
The delivery date was changed several times both by customer service and my sales person and the dates did not match.

After spending many hours on hold to try to verify the information, I finally asked for a manger. Spoke to an assistant manager checked and confirmed that both orders I placed would be delivered on a certain date.

Of course, the window of delivery was changed. Not only did I need to change the day that I took off from work, I only received on order on the confirmed day of delivery.

Called the assistant manager to let them know that I wanted to escalate my complaint. Also emailed him twice.

Called again last night and left another message. As of today, I have not received an answer from anyone.

I understand that there might be an issue with delivery at times, but I do not understand how it can change at least seven times with everyone
giving different information.

Needless to say, I will never shop there again. Hopefully someone will take an interest in the lack of service and respond.