City Furniture
reviews and complaints

BEWARE
Been on hold 1 hour for their Customer Service.
FINALLY, someone picks up. When asked why we
didn't get delivery in the 2 weeks the salesperson
promised it would be delivered, I am told
my order is now backlogged for another full month.
Of course no one called or informed us of this further delay.

Their so called "Customer Service" number was a customer
nightmare. When I informed Customer Service person I wanted to cancel the order they said I had to speak to the sales personnel. When they transferred me they put me right back into the same general Customer Service phone line
and of course no one picked up.

Will never trust City Furniture.

BUYER BEWARE

Dave B
Delray Beach

I bought a mattress from city furniture in 2014. it's only been 4 years and my mattress is completely sagging in the middle. i called city furniture to inquire about the factory warranty and every time i talk to one of the customer representatives, inlcluding their manager, they explain that i need a specific serial number listed on the tag of the mattress and without it, my mattress doesn't have warranty. the only tags that the mattress has are the ones that city furniture stapled to the mattress. even my box springs have the same city furniture tags. my mattress and the box springs have the original tags and i even have the city furniture receipt. they have all my information in their system but cannot provide the factory warranty for the mattress. i do not understand how my mattress does not have its factory warranty when i paid $1, 200.00. city furniture is the worst! after my experience with them and seeing that all the tags on the mattress and box spring are from them, i have a feeling i purchased a used mattress and not a new one.

I received a gift one year ago. Beautiful Kevin Charles leather sectional couch. The couch looks horrible now. The leather is cracking, and peeling everywhere. I know this isn't normal after only one year. It also has a pull out bed which makes noise when sitting on that side of the couch now. I was happy with this present and now so disappointed. I thought Kevin Charles was a quality brand and would last for years. Now I'm stuck having to buy another one. I do not suggest buying this brand to anyone.

I am very disappointed with City Furniture and not honoring my request. As per the promotion that I wanted to be applied to my order 428630 / 07. And as my understanding you cannot apply the promo due to the delivery already scheduled in process. I need the furniture to be delivered tomorrow as scheduled CANNOT be any other day. Not sure why City Furniture cannot honor the delivery as scheduled. I just need the terms of the financing from 36 months to 60 months finance to be changed. As per the special promo that was sent to me.
I have been a City Furniture customer for many years. I am very upset and not happy with service provided by City Furniture.
Sincerely,
Martha Casanueva
email: [protected]@hotmail.com
mobile: [protected]

So The day before I am supposed to receive Delivery of my Furniture from City Furniture, I receive a call stating that they only have half my couch because it has been discontinued...After several phone calls and hours on the phone i finally am able to get someone that finds me a floor sample couch from a local Miami Store that can be delivered by the next day. I agree to take the floor demo couch, with the understanding that I would be credited back the difference in the price of a New Couch vs a floor sample total was about $300 dollars, plus the Manager that was helping us asked me to pay for the Local Delivery Truck cash and he would credit me back the $80 delivery fee as well...Over a month passes and I call back because the credit is not reflected on my finance account or credited back to my credit card as of yet, and magically there are no notes on my account regarding this credit due me...I will get an attorney, I spent over 4K with them never again ! City Furniture CEO, what is going on? This is total fraud

I am remitting my complaint, because I forgot to include my telephone number.
On Dec. 26, 13 I purchased a Dark brown reclining sofa. Since then the sofa has faded and the fabric is curling, I also need to let you know that I lived along, I have no pets or children. Since then I have gotten married. I can not believe that such a big furniture store can sell furniture in that quality.I do understand that it is way past the warranty. I would like to know what are you going to do to fix my problem and keep me as a customer.
Invoice #666377/17
Madeline Dabulis
Email- [protected]@gmail.com
[protected]

Worst customer care ever! in store and on the phone with customer service. Purchased a mattress for $600- not what you would call a cheap mattress. Three months later, the mattress is defective and I now have to come out of pocket to have it inspected ($50), spend 3 hours to reselect another (extremely long process to process all paperwork) and pay for delivery again ($60). I have now had to spend an extra $310 to have a defective (inspector said it's the worst he's seen) mattress cleared to be replaced, to be able to purchase something decent (brand name) instead of their own brand (Kevin Charles) which no one advised us of. I am back to having the original debt of $600 and no one cares about the inconvenience of all this to the customer (retired, fixed income). I will never shop there again and I am posting this everywhere I can. I called customer service to ask if there was anything anyone could do to lessen the out of pocket cost was told there was nothing they could do. Incredible!

I purchased the mattress from City Furniture on Sept. 25, 2013. It was just the mattress because I have a platform bed. The mattress cost me almost $500.00 plus over $100.00 for a new mattress cover & sheets because the mattress is much thicker than my old one. March of 2013 I called City Furniture & the manufacturer to tell them the mattress was sagging in the spot where I sleep. I was advised by both places that I would have t pay a "transportation charge" of $49.00 just to come & look at the mattress & the mattress company (King Coil) said the indentation had to be 1 to 1 & 1/2 inches deep for them to do anything. City Furniture told me that the mattress had to be turned every couple of weeks for a while, but I was never told this at the time of purchase & my son was with me & never heard a word about this either. My son also purchased a mattress from City Furniture & was never told that either. I am 73 years old, live alone & have nobody to ask to come & turn my mattress. I was also told that this was specified on the mattress tag. When the mattress was delivered, the plastic cover was removed & it was placed on the platform with the tag facing the headboard & so, consequently I never saw the tag & it was never removed. It is inconceivable to me that a mattress that is so expensive & should have to be turned in order to avoid this problem.
Is there anything that can be done to rectify this problem? This should not happen to a mattress only a few months old. I am sorry that I didn't pursue the problem before now other than calling both City Furniture & the mattress company. I am hoping you can help.
Thank you for your time in reviewing this letter.

City Furniture
6701 Hiatus Road
Tamarac, Fl 33321
Re: Invoice #: 473086
Ann-Marie Henderson

To Whom it may concern

I am writing to you out of sheer frustration and am hoping you can assist me with an issue I have been having since last year November with your company.

The lovely furniture I ordered from City furniture is now damaged, the drawer fell apart and I was told I could order the drawer separately and I did in November of 2012. I received a part in the mail and it was the drawer for the nightstand. I immediately called customer service and was told they would order it again. I called on January 15, 2013 to check on status and was told it was never ordered so I had to wait 6 weeks again for it to come in. I waited until February and March and called to speak with the manager and I was transferred to laura Henny . I went on to explain to her what the issue was and she told me she had to contact the parts department and ask them the status but she promised to call me back with a status.

I called about 2 weeks ago and was told they shipped the parts to my house, mind you she promised to call me to give me a status and she never did. I received parts BUT it’s the hardware for the drawer? I went to the show room yesterday, 4/17/13 to try to speak to the manager; Laura Henny and was told she was in a meeting, that she was at lunch and away from her office. I’ve yet to decide which is factual. I spoke with Jan who advised the drawer has been discontinued and there is nothing she can do and I can get a refund. I asked her to have the manager give me a call. To this day she has opted not to contact me.

The last update is from today, I spoke with Marrietta who took my name and number and has indicated she is going to contact the parts department, and this is deja vue again. She further indicated what has occurred is not their fault but the parts department. But my question to you is, why should I hold them responsible when I bought the furniture from; City furniture?

It is very apparent to me Laura Henny is incompetent, is embarrassed about her incompetence, scared to call me back and by the way should be ashamed to take a paycheck on a monthly basis. Not only have I been inconvenienced, lied to, traumatized but most of your staff have spoken down to me and made me feel that I was the one doing something wrong.

I demand justice! I have been unjustly treated and abused by your company. I am writing to you for your help as the owner of this chain is this how you value and treat your customers? If I do not hear from you I plan on taking this further.

Please give me a call at [protected].

Sincerely

Ann-Marie Henderson

We were looking for a replacement for our 2 year old sectional that was falling apart on us (another story) and stopped by City Furniture to see what they had.We found a sectional (Mercer) that we liked but were concerned that the cushions on it seemed to be flattening out and losing some of their support.

The salesman that was assisting us told us that it was due to it being a floor display and it was subject to more use than what it would get in a persons home. He then told us that we should just purchase City Furnitures warranty and that if it were to happen to us that they would send someone out to fix it and that if it couldn't be fixed they would replace it. We still had other stores to check out so we left without purchasing it that day. A week or so later we decided to buy the couch but went to a different location to make our purchase.

We made sure to buy the warranty per the previous salespersons suggestion just in case. Within 4 months of use the seat cushions started to break down and the entire sectional squeaked when you sat down or got up. Good thing we bought the warranty right? Wrong!

Customer service asked me to submit photos of the flattening cushions and that they would get back to me. Several weeks later (and after calling several times) they scheduled a repair person to come out and take a look at the sectional. He took photos, noted the squeaking and pointed out that the cushions are nothing more than springs with thing foam batting on top. He said that he would submit everything to City Furniture's warranty department and that everything should be covered and they would be in touch to set up a time for repairs or to replace it, .

When he returned we were told that he was to fix the squeaking but that the flattening of the cushions on our less than 1 year old sectional was considered normal wear and tear?. I couldn't believe it but figured there was no point in "shooting the messenger" and decided I would take it up with customer service:. The technician spent several hours reinforcing the entire frame on one piece of the sectional but never touched the chaise section which still was squeaking". Again I had to call customer service & again I had to spend weeks calling them to followup as my calls were never returned by the initial representative that was handling our claim|.

I was told by 3 different people, on 3 separate occasions that our representative was "on another call" & that they would email him to return my call'. They also noted that they could see in our records that the "manager" had been emailed about our issues and that they were waiting to hear back from him?. Finally, on my 4th call I was able to get a hold of someone who actually wanted to help rather than pass the buck:. He scheduled another technician to come out from a different company to repair the chaise but...they still consider the cushions normal wear and tear.

I have been lied to, ripped off & sold a sectional (that even the repair guy(s) implied is not of the highest quality) & a warranty that is worthless & doesn't cover what I was told it would. City Furniture's response..."I'm sorry but the salesperson shouldn't have told you that our service plan would cover the cushions breaking down". Our warranty only covers service, stains, tears, squeaks, etc.. I will never...ever buy another thing from this store or recommend that anyone else does.

The salespeople will say whatever it takes to make a sale and once you take delivery...you are stuck...service plan or not.

Their customer service is quick to say that a sectional that sees minimal use that has flattening cushions is normal & that "They're sorry" They & their salespeople know that their furniture is junk which is why the company does not stand behind it.So I'm stuck with a sectional, with sagging cushions & springs that poke you but hey...it doesn't squeak anymore

We went to City Furniture on Aug 28, 2010. We were interested in the Drake Bedroom Set. We spoke with Mr. Andrew Wedderburn who was our Sales Rep. We were very specific that we wanted the same color of the bedroom set that was on the floor display. It was a light brown color set. When the furniture arrived the Delivery People were very nice. Not only did we receive the wrong color bedroom set (it was very dark brown) but city furniture warehouse set the wrong bed-rails. We had to wait 6 hours for them to deliver the bedroom set. And then they were still 15 min late after we waited. We never received a call from the delivery drivers, a call that was supposed to be several hours ahead of delivery that day. We had to call City Furniture ourselves to see what is happening to our delivery. When they finally arrived and told us that they had the wrong bed-rails they said that they would have to contact the company to see if they have the correct bed-rails and when they could be delivered. Now we had to pay $100 for delivery that was late and that did not contain the correct bed-rails. So our wrong color bedroom set could not be set up that night. Being very upset, we contacted the customer service and also the sales rep. The Sales Rep never returned our call that night. Customer service stated that they would see if they have the rails and contact us. The next day, we never got contacted from City Furniture's customer service. We call them at 10am and spoke with someone name John. He was very mean and nasty and had a bad attitude. He stated that we should have never signed for the bedroom set and that now we have to keep it or pay an additional $169 for pick up and restocking. He did not care if the color was wrong. He stated that its the lighting at city furniture that distorts the correct color of the bedroom sets. We were not aware of this. This should have been told to us in the beginning. With so many businesses suffering from a lack of sales, we thought that city furniture would work hard to satisfy their customers to retain them. John from customer service did not care to hear what we had to say and would not help to take care of the matter. I will let as many people know about how we were treated at city furniture and that they should think twice before they buy from them. Their customer service is terrible and they should improve on their delivery and set up policies. If the furniture arrives and after set up, there is a major problem, especially after they made a mistake. They should work hard to retain the customer and see if they can simply pick up the furniture and deliver something else that they customer wants better. I will also report this to the Better Business Bureau. Everyone should know that City Furniture does not care about this customer and should be avoided. Their customer service is not good at all and their sales tactics are very shady. We wanted to buy other pieces of furniture before this terrible problem happen. We know alot of people in the area that come by and we will make sure that they know how bad the service is at City Furniture.

Sent customer to City Furniture & he bought about $5, 000.00 worth of furniture - tried to call export dept. for information on invoice and what was delivered as I am shipping this furniture. No one called back for three days - still could not answer my questions. Prices quoted from cust. service different from what is on my customer's invoice. Correct information not given - still don't know answers. Worst attitude and customer service I've ever had.

We purchased a decora leather sectional at $2700.00. Upon purchasing this item we asked the sales person if the sectional was complete and confirm that there would be no items in back order (We had purchased from city furniture in the past and had items on back order). The sales person whose name is lloyd david-slade assured us the the item would arrive complete. The sectional did not arrive complete and essential pillows (Back rest) were listed as back order upon arrival of the sectional. So now there are certain areas of the sofa that one can not lean back on. We were told that the back pillows would be arriving in feb. 09 (We purchased the sectional in dec. 08). Upon calling city furniture to express my disappointment, i discovered that the pillows were now on back order until april of 2009. It is unbelievable that we purchased a sectional that cost us almost 3000 dollars and we can not fully enjoy it until april of 2009 which is almost five months after purchase. Wait..After 3o days of having the sofa we now start to notice that the leather is separating from the stiching of the sofa. I called cityfurniture to have the sofa replaced and ofcourse they denied this and will have a tech come look at our incomplete and now defective sofa to determine whether it can be fixed and or replace. I am afraid the tech will come and deny the defect. I don't know what i can do except share my story and strongly suggest that no one ever purchase anything from city furniture in florida whose headquarters are in tamarac, florida.

I relocated to Florida in January of 2006 and purchased large amounts of furniture, for which I paid cash, while waiting for my new home to be completed. I was encouraged by the sales people at City Furniture in Wellington, FL to charge the furniture with a no-interest one-year account and pay the entire bill when I received the bill. The community I moved into is new and, on occasion my mail was not delivered in a timely manner. I received a call from a GE Money representative on May 4, 2007 and informed that I had not paid the bill. I explained that I never received a bill in the mail and was informed of a balance of $2308.17 on a 1733.96 purchase. I immediately made a phone payment to the representative and informed him that I had paid over $19,000 for furniture in cash and that my payment record for all purchases was immediate and excellent. I also informed him that I had no intention of paying the finance charge since I had not received billing statement. I even paid the additional $10.00 phone payment charge. In addition, his broken English was difficult to understand but he assured me that he would correct the account balance. I just received a billing statement from GE Money Bank with a balance remaining of $597.38. I attempted to contact GE Money Bank online but could not get to a customer service web page. I tried calling, but the recorded message states "due to unusual call volume" the wait time will be long. This situation has taught me never to purchase anything "interest free for one year", especially when dealing with an organization such as the GE Money Bank. I plan to stay on top of this situation, however, contacting the GE Money Bank may prove to be a futile effort in light of their total indifference up to this point and its track record of the past.