City Furniture
reviews and complaints

Ed bedroom dresser and night tables as a set for my son as a gift in June item came three times damage then was on back order to end July then that got pushed back to August then September October November here we are in December now it's pushed back to February obviously they can't fulfill this order I've been making payments and interest charges on an broken item I called City Furniture to pick up dresser they said I could only do an exchange not a credit and I would have to keep the night tables I explain this is purchase the same day as a set on the same receipt and I will not have mixed match Furniture in my son's bedroom I'm a senior citizen and they are taking advantage of me I also have a 3-year extended warranty on this if they can't fulfill the furniture as promise within a 10-month period I should be entitled to a full refund

I'll make this review as short as possible to get to the issue quickly. If I could give them a 0, I would. City Furniture/Ashley lacks integrity, and everything about the company and salespeople is dishonest. Customer service has absolutely the rudest people I have ever dealt with. I went to the store to purchase furniture for my home. I spent over $20K on furniture. Let's start with the delivery. They tell you they will be there in 30 minutes and get there whenever, wasting your time. They are not the nicest individuals either, but that wasn't the issue. Just pointing it out for future reference. The first order placed was for $18K, and the sales rep didn't put the right address for delivery and committed to ordering an item we told him several times we wanted and how we wanted. That's where the issue started with the delivery. After we realized the order was incomplete, we went back to another City Furniture, hoping we would have a better experience NOPE that didn't happen either. On this order, we spent another $8K. I specifically told the salesperson what I needed and why I needed it. The salesperson ordered what she thought I wanted. Unfortunately, it wasn't what I needed. After calling her and telling her this was not what we wanted, she very nicely told me well, we have a non-refundable policy, and you should call customer service. Of course, she could care less she made her money right. So I called customer service first rep just told me there were no refunds I explained I had no interest in a refund, I wanted credit, and I wanted to return the item that didn't work for me (the item was $300) she once again said no. I requested a supervisor, which I thought was going to help NOPE didn't help either. He asked me to send an email, and he would call the salesperson. of course, he didn't call the salesperson and did absolutely nothing. I called the following day, and another rep answered the phone, and the same thing there were no returns. I think the company just has them say this no matter the problem. I requested another supervisor the lady didn't even want to come to the phone she was dining the claim. I then said I wanted to speak to someone above her. That went nowhere. They are not interested in customer service and trying to see what the issue is and help the customer, they are there to tell you there are no returns and give you attitude and rudeness. Basically, they should not be called customer service. I will never purchase anything from this company ever again. WORST COMPANY EVER... Sorry it wasn't very short

BIG LOSS - Beware of refund policy and restocking fee. Email to salesman Mousa:

Thank you for returning my call. Unfortunately, my mother is very disappointed in her experience and treatment with City Furniture.

You explained that because this couch set was a 'special order' there are no refunds. In addition, you explained that there is a restocking fee of $419 (30%). And more so, you said City Furniture is charging her $100 to come remove the love set from her living room and the sofa from her garage.

So in addition to being displeased with the couch set... now my mother is out $519 and she has NO Furniture.

My mother is elderly and has no couches during the holiday season.

This is a sad state of affairs that leaves me wondering why you did not sell the set that was available on the sales floor? Why was her ordered classified as a 'special order'? Why did she have to wait weeks?

RESPONSE from City Furniture:

Hello Kimberly, Sorry for any inconvenience but unfortunately that's the only way we have to resolve this issue.

Thank you,

City Furniture Home Decor

[protected]

This company sells aftermarket furniture. My recliner has broke down after 5 months. The person that comes out to check, clearly gets paid to say it isn't their fault. No reason for me to complain needlessly. I just dont want people to spend their had earned money on junk. I bought this furniture in May 2022, the recliner has broke down on the arms. Plus the couch is fake leather. It is called PIGMENTED leather. It is sprayed on. Cheap cheap junk.

I have ordered my complete home furniture from city furniture.. They are literally the worst company I have ever mistakenly used.. The furniture shows up in pieces and no communication from anyone, everything back ordered and im wondering if I will ever receive the furniture at all.. They keep putting me off and the customer service dept is horrible, low paid, and nobody cares.. Management doesnt answer the phone or call back, and zero responses to any complaints I have made. The drivers who did deliver the 2 end tables were rude and hung up on me and my designer several times, then told her she didnt matter cause she wasnt the customer (I had given her authority) and texted the most horrible things to her.. Which I have saves and I sent to management.. Of course no responseso I warn you.. Do not purchase from here unless you plan on picking it up your self

I bought this nice looking couch with chaise at the Naples, Florida location in November 2021 for almost $2000.00. I recieved it just before Christmas 2022. Was happy with the couch. Left Florida in February for 6 weeks came back early April. Stayed until beginning of May then left again until end of June. Departed yet again early July until early November 2022. All in all, this couch was used for maximum of 4 months by 2 average sized adults. When we arrived back, we began sitting on the couch every evening. By end of November, we notice the sitting cushions getting saggy and sinking too much. The frame is good but the cushions are the problem. They were firm when we first bought it but now, the cushions sink right down. I called City and they sent a technician out which I had to pay $50 cash on the spot for him to make a report on the condition. He didn’t even sit on the couch. As soon as he left, 10 minutes later, I had a call from their warranty dept telling me that the couch wasn’t under warranty and that all they could do was help me find the replacement parts at my.cost. This couch was sat on for not even 4 months and they wouldn’t do anything. I asked her why she didn’t tell me on the phone that it was not under warranty. The couch was not even a year old. She said that it just wasn’t under warranty. I submitted a survey but I doubt I’ll hear back. Ripped off.

My wife and children traveled into Ft. Lauderdale on Thursday November 17 to purchase furniture for our new home in The Bahamas. Our contractor secured the services of a freight consolidator and because this was a time sensitive matter for us, we determined that personally coming to ensure the items were shipped correctly, was vital and necessary.

We walked into the store location in Miami on Friday morning to select the items. That process was reasonably smooth. We were out in a matter of two hours and told that we could collect with our hired delivery guy, the items.

We then proceeded to Ashley Furniture where we purchased additional items. We determined that these items could hold in our jeep and proceeded to the warehouse. Upon arrival at the warehouse around 2:00pm, we were told that the systems were down since 11:00am and we should have not been sent there.

At this point we simply determined to have our delivery man meet us at the warehouse to collect both ticket orders. We arrived on Saturday morning and after a long wait in the queue and more delays and challenges identifying the items, a number of the items (seven of the 34 in total) were loaded into the van.

We were told at that time that our ticket was mistakenly closed and accounting on Sunday morning would resolve the issue.

The decision to personally bring my family over to purchase and deliver the items was as a result of our personal commitments at home to have the furniture shipped to The Bahamas for our housewarming and birthday celebration Friday December 9th, 2022.

I then made the decision to send my family back home and remain until Monday afternoon to resolve the matter of collecting the remaining items and delivering them myself to the freight forwarder. After paying $350.00 to our delivery guy for the first batch of items, I was now faced with the additional expense of renting a 26 foot U-Haul Van ($134.00), the change fee for my airline ticket ($100.00), a car rental for an additional day ($98.00), hotel accommodations and all of the incidentals associated with the change in plans ($220.00). This merely explains the surface of the challenges in having missed a critical day at the office during our busiest season.

Further to this, my family lost valuable hours in our travel schedule, and we were unable to visit others stores on our itinerary. We purchased little to no decor items and will resort to looking around at home for these items (which again places us in undue expense).

Ms. J. Reyes- manager worked diligently in trying to bring together the varying departments to resolve the issue but the damage was already done.

The warehouse experience was even worst that the technical glitch that cost me a great deal of headache and expense. There was no sense of urgency with anyone serving me even after I explained that I had been there from 9:00 am that morning and two days prior. No one seemed to care that the flight I had to arrange after the technical glitch would probably be missed again.

I was appalled at the lack of service excellence at City Furniture evidenced in the poor attention to detail, apathetic service and failure to resolve a serious issue for a customer making a reasonably significant purchase (not that the amount should matter).

Repayment for the additional expenses as remuneration would be wonderful, but I also hope this email helps to improve the service experience for others.

Invoice # 761144/16 (purchase date: Nov 18, 2022) North Miami Showroom

Invoice # 146508/45 (purchase date: Nov. 18, 2022) North Miami Showroom

Invoice # 767391/14 (purchase date: Nov 21, 2022) FLL Outlet Showroom

Ian Ferguson 242.357.4330 ([protected]@bahamas.com)

Purchased a bedroom set from city furniture. The room was empty freshly painted and a brand new pvc flooring. When the furnisher was delivered and installed by city furnisher apparently there guys where they were cutting the furnisher opened from the cardboard boxes. they cut into the flooring. We did not noticed right away till the floor got a little dirty then you were able to see a shadow of the dirt zipping through the crack. when noticed. i notified them and they gave me a run around for almost 12 days. telling me that their policy is one day of after delivered you can report damages. neither would they take back the furnisher. Note this cut could not be seen till dirt got between the cracks. I'm so upset. guys this policy that city furnisher has only protects them not the buyer. stay away... Also there claims department is terrible they have no number to call only email. terrible service. now i got to hire an attorney to deal with this.

Good afternoon,

I purchase a King mattress Rest & Renew 12"from City Furniture beginning of October together with other furniture pieces. when the mattress arrived, the sizing was wrong, unfortunately it fit smaller on my king bed, I called customer service right away, and they sent a mattress specialist two days after to take measurements to the mattress. He took the measurements and told me the mattress is defective, and the sizing is wrong, and customer service will be taking action right away.

I called city furniture, and they told me a new mattress will be delivery on the beginning of Nov. I called back today because I didn't get a Emal confirmation with the delivery updates. Today they told me that the mattress will be on stock on December, and they don't know the exact date or what date it will be delivery to me, I told the customer service representative that I be out of the country for the holidays, and I can't wait two months for an exchange that I need my mattress as soon as possible.

I tried finding a solution for this issue, so asked the customer service representative if it was possible to get a 14" mattress same brand same mattress but taller since they don't have the 12"in stock, but they do have the 14" in stock, that I will accepted this in order to get this issue fix right away since is taking 2 months for them to fix this issue.

He said "NO" I asked why? Hes's excuse was "Because you didn't buy the mattress cover from us"

I didn't know I was obligated to purchase the mattress cover from city furniture in order to have the right to claim if it was something wrong with my mattress order. I bought it someplace else cause I didn't know this company will delivery defective mattress, and I didn't know I was obligated to buy it from the store in other to get a fair exchange for DEFECTIVE MATRESS either".

the costumer representative answer was"you have to wait"

Horrible experience! lack of customer service, cero help! this people didn't take any responsibility, beside that the costumer representative was very cold and didn't care much about this situation, it was hard to get answers from him.

I need a solution ASAP. Thank you!

Over the course of a year, I spent approximately 15K in the Jenen Beach, Florida store. Every item delivered had an issue. Today, City Furniture was supposed to deliver and exchange a defective couch recliner between 2:30 and 5:30.

With no notification from City LACK OF CUSTOMER SERVICE LACK OF CARE CENTER, we learned that the delivery was running about one hour and a half past their window.

I contacted the store and finally after several messages spoke with Lisa who is the general manager of the Jensen Beach, Florida store who pretty much was more concerned about the company's drivers working late than my time which equals loss of money.

Purchased two chairs and two ottomans from City Furniture. Was told by sales person that the furniture was made in the USA. Research has shown that was a lie. The issue with legs rusting and the finish deteriorating began within 15 months of purchase. City refused to both repair and also refused to have anyone from customer service provide any help/ I contacted their attorney listed on SunBiz and he told me to just sue them. While he advises CIty to settle most cliams he told me they do not and make customers sue and spend money to resolve issues. A simply terrible company. If you call their corprate headquarters you will NEVER reach a company employee adn be routed to customer service who typically hangs up the call. AVOID CITY FURNITURE

Hello,

We ordered at your Vero Beach location a leather reclining loveseats. It was delivered on 10/18/22 to our home and we were missing equipment that controlled the reclining on one side. The delivery man called and they said it could take weeks to get the part and they would

Order it. Waiting weeks for a part is rather long I’d say and I would have been very happy doing so for some sort of reimbursement but no was given even though I asked repeatedly to your Ft Lauderdale office and your customer service and even our store manager no one would compensate us sadly.

Here’s the real kicker it’s not even the one we choose they delivered the wrong reclining leather love seat. So now they say we can get the right one in a week and still zero compensation. We own 2 businesses and it’s just common courtesy to offer financial relief in a situation like this I believe. I did manage to get the delivery moved up to 10/22/22 Thankfully.

I’am asking you for some compensation please $ refunded or a least a gift card to your store.

I feel unheard and no one seems to care they all say there’s nothing we can do.

Hoping you can help remedy and thank you!

I purchased a marble table from City Furniture. When I purchased it, I was not informed that it is to be sealed. After researching how to clean it with a clean cloth or a sponge dipped in warm water and mild detergent it left a water residue. Also if the table had been sealed by City Furniture this would not have happened, I was offered a replacement top and the same thing happened again, because I was not informed that it was not and should be sealed. I want a REPLACEMENT MARBLE TABLE TOP THAT HAS BEEN SEALED BY CITY FURNITURE. i AM WILLING TO PURCHASE A GLASS TABLE TOP TO GO OVER THE MARBLE TOP TO PROTECT IT. I am very disappointed with customer service. This has been going back and forth too long. Please resolve this as soon as possible. I am going to the store on October 8 and will be talking to the store manager, Trip Henderson. Please allow him to rectify this problem because he says it is up to customer service. Thank you

this is the worst company ever. I had a truck drive away with my table because i covered it. 2000 dollars later. They are rude and give you the biggest run around I have ever seen. The couch is in the worst condition table all worn out.

I have it 3 months looks like 3 years. Nobody helps they are all nasty. And I know you are not going to do anything, I see 2 resolved and over 80 not. So you know what you are.

On the phone now and getting nowhere. Spent 2000 on table they said they would replace it today 9/24. well the guys were rude and nasty and drove off with our table. I waited three months for this and they said it was a different color so another words to bad. I have never with any furniture store been treated this way. Customer service also with the exception of the girl that help three months ago. I also had people tell me in my area after the fact to stay away.

what a horrible experience since the day i purchased couches and table.

Case #[protected] Invoice #770757

I originally encountered issues with City Furniture on my first and last order with them. I placed my order January 2021 for a marble table with chairs. I received the table in February and the chairs in April. I let it slide because I heard from many others, all furniture places were having delivery issues due to the pandemic.

I had to make a call because the legs on my table were not aligned. They came out looked at the table and was told the legs were loose; so, they adjusted the legs.

I had to call back and tell them the legs were still not aligned. This service man took the legs apart and one or two of the legs were cracked. He placed an order March 2022 for all four legs to be replaced. I called in June to follow up; 1) because I was going out of town in July and I knew my cat would be home alone with the sitter, 2) my dog loves to go under the table when I work, and 3) I am a diabetic and cannot afford for the table to fall on my legs while I work.

When I called, I was told the order was not placed even though there was a ticket open. I spoke with a so-called manager Geraldine and was told there were no refunds, no compensation for the liability, basically to suck it up and she would place an order; that is all she was able to do for me.

I called today September 19th and was told the order was not placed and was transferred to Warranty dept. The warranty dept was helpful and told me an order was place 06/23/22 but no ETA available.

I cannot believe a company like this one would take a risk such as this one by neglecting the hazardous situation. They were notified seven months ago and until this day they do not seem to care about the danger they placed my family under.

I am not only living in fear in my own home but also losing warranty time.

I placed a order on initially on 8/9/22. order number 612948. This was cancelled prior to any delivery. I have called cooperate office and was told on 9/8/22 funds were release for a refund. I called again on 9/12/22 and was told a refund would be issued by the end of the week on 9/15. I have been patient with this since Aug. The refund is for $2063.02 . it is now 9/17/22 and still no refund. I continue to get the same answer- refund is coming.

I do not think I will do business again with your company nor should anyone else. Please advise when a full refund will actually be given before any legal action is initiated. Respectfully, Kathy Papazian.

On June 30, 2022, I ordered a king size bed from City Furniture. I was promised the bed would be delivered on September 10. A few days after my order, a representative from the store called me just to ensure I had proper customer service and to reassure me the bed would be delivered on September 10. Last week I received an email from City Furniture letting me know they were only going to be able to deliver the footboard to the bed and the rest of the bed would be on back order till early November. Had I known the time frame I would have not purchased this bed. I had originally agreed to wait the 2+ months for the bed only to learn it was going to take an additional two months to receive. In addition, I had ordered two nightstands from a different company which I have already received, which match the bed I just canceled. Now I have to find a new bed that matches the nightstands thanks to City Furniture.

The glass outdoor table we bought less than a year ago splattered in 1000 pieces today, nobody was near the table, and we think it cracked due to the Florida heat, we have not used the table for months.

We bought it from the West Palm Beach store and we spent a lot of money, we also bought 8 matching chairs.

Order nr; 434857

Maya Phipps

[protected]

We bought a $2439 mattress from city furniture in dec. 2020. Approx 14-15 months later it create a dip in the middle an at the edges began to slope off to the sides. We contacted city furniture to which they told to contact tempur-pedic warranty dept. We did immediately. We sent all photos that they requested with receipts. The indentation were measured 3/4 " in in some areas and more in others, thats required according to tempur - pedic. Now they say they will not honor my 10 year warranty. City claim submission # was 699046. Claim # [protected] was provided on 8/7/2022. Tempur-pedic ticket id # 436866. Pls help. We are just looking for a replacement or we will even pay for an up grade.