City Furniture Reviews

It is not worth the time and money! This business runs on cash grab. Very unprofessional customer care service. Once you pay and sign for your order, refunds are not accepted right off the bat! I had an order and received a defective bed, they promised to replace the bed. The replacement never showed up and got canceled delivery notification twice. I got frustrated because they ruined my long weekend! They refused to refund me and after telling the customer care agent I would file a complaint to the business bureau, the agent accepted to issue a refund. However, that refund was never received. The agent told me they cannot refund the money back to my card and he confirmed that my refund. The promise was to issue a check. I was told that it will take 7 to 15 business days. The check never showed up.

Formal Complaint and Demand for Immediate Resolution. I am writing to formally complain about the mishandling of my warranty claim, refund, and financing account with City Furniture. In 2024, I purchased a sectional sofa from City Furniture with a warranty. When the sectional could not be replaced under the warranty, I was informed that I would receive a $2,800 credit toward a replacement couch. On May 25, 2026, I visited a City Furniture store to select the replacement. I was specifically told that the $2,800 credit would be applied once the new couch arrived and was delivered. Based on that representation, I proceeded with my purchase.

I had a wonderful experience in West Palm Beach store with Joanna **. She was a big helper and I was feeling very comfortable with her. She didn’t push to buy anything but showed me everything I was looking for with a lot of patience. She is amazing and always called me back to made sure everything was fine. I will give a 1000000 stars for her. Thanks Joanna.

I am writing this review because after everything I have experienced with City Furniture, I believe it’s important to share my story so that other customers know what to expect if they ever encounter a problem with their purchase. From the very beginning, every issue I faced was resolved only because I personally insisted on finding a solution. Every time a problem came up, I had to make multiple calls to Customer Care and even visit the store in person because if I had waited for my sales representative or the store managers to contact me, I would still be waiting.

I can’t begin to explain the frustration I’ve had with this company. Weeks of delays. Broken furniture. More weeks of delays. Refusing to refund delivery fee because per contract it is non-refundable after it leaves the warehouse which now feels like I’ve been scammed to pay a delivery fee in the first place that I did not receive, but have to pay for? Very odd policies. I’m given two options, cancel and don’t receive your 500 dollar delivery fee back or reorder and wait even longer. A nightmare.

I am writing to formally raise concerns regarding the delivery, assembly, and follow-up service for my bedroom furniture purchased in January 2026. During delivery, four individuals assembled the bed and set up the mattress. Within 1–2 days, we noticed the bed was uneven and uncomfortable. After contacting your team, a technician visited but did not identify any issues. A second technician later confirmed the bed had been assembled incorrectly, with one side higher than the other, and corrected it. However, the mattress continued to sink in the middle, making it impossible to sleep comfortably. After multiple follow-ups and additional service visits, a technician finally discovered that a critical middle support piece had never been installed during the original delivery. As a result, we have been unable to properly use our bed since January 2026. This has been extremely frustrating and inconvenient.

Very bad experience. 2 hrs late, 5 hrs waiting so far, no supervisor to reach out and explain what's going on. Very bad experience. Customer service wants to play technically saying the three hours windows is an estimate, so it could be six, according to what I hear. It could be six hours, could be ten hours. You have no right to cancel or anything. You might be assessed a penalty if you want to cancel.

My mother has Alzheimer’s and lives in a nursing home, and we purchased a metal reclining box spring hoping it would make it easier and safer for the nurses to help her in and out of bed. Unfortunately, it has been the opposite. She actually fell out of it, and it has now become a safety risk and a liability for both her and the staff. I reached out to Customer Care to return it but was told they do not accept returns. I’m extremely disappointed. This product is not safe for elderly or memory‑care patients, and I wish the company would show more flexibility and compassion in situations like this. I will be reaching out to my local News Station.

Bought a mattress in the Boca Raton store and bedding on 5/25 with a delivery date to Augusta Georgia of 6/8. When I called to check on delivery on 6/8, they told me it was loaded on to a truck today and won't be delivered for 2 weeks. When I asked to cancel, they said it was not possible because it was already loaded on the truck. I tried to elevate to management, but still no response. They won't even tell me what the charge would be if I refused delivery. DO NOT SHOP HERE!!!

Absolute nightmare experience from start to finish. I purchased a bedroom set, and City Furniture managed to deliver a defective chest THREE separate times. If that wasn’t enough, they canceled my scheduled delivery appointments five times. When they finally brought a non-defective chest, the delivery crew scratched and damaged my flooring. They sent out a floor technician, but the repair was completely unsuccessful. I obtained a professional quote to fix it, but because my flooring is no longer in production, the planks cannot be spot-replaced; the whole floor has to be changed, costing roughly $1,000.

Hello I just called Hollywood Florida store for a concern I had on my finance charges. I called at 19.31 pm. A woman who answered the phone hung up the phone on me and now when I call the store they don't answer and direct me to virtual assistant. I can not give her name because she refused to tell me. I want nothing from you guys. But I must tell you I was a loyal customer of Eldorado furniture for the last 30 years and replace my furniture every 5-6 years. You bet I will tell every review site how ridiculous you people are and I hope you shut down doors as soon as possible so people like me won't suffer your less than acceptable customer service. NOBODY YELLS AT ME AND HANG UP THE PHONE ON A PAYING CUSTOMER

You should focus on City Furniture and fixing your issues before rebranding to City Home and biting off more than you can chew. Stop outsourcing your customer service to Colombia and the Philippines and start taking better care of your ** employees instead of rebranding to City Home.

Short story. First off, the salesman reversed the finishes on our bedroom sets. The king set was supposed to be in a white wash finish, and the queen set in a darker tone. When the furniture was delivered, it was exactly backward. City refuses to do anything about it! They said it was our fault. We paid $600.00 for the “premium” delivery and set up. The delivery/set up people didn’t bother to put our $3,000.00 sectional together, nor test it to see that it worked (it didn’t). I had to assemble the sectional myself. They also put the king bedroom set in our small(er) bedroom, and the queen set in our master. When we asked them to move it to the right rooms, they refused! To make matters worse, the very next day I get an email from City Furniture offering free premium delivery/set up! City refused to refund us 1 dime! Do yourself a favor, and avoid these scammers, as they forget who you are after they get your money. AVOID AVOID AVOID.

City Furniture is a company to be afraid of!!! I purchase a bed. It was delivered inboxed nonetheless the bed was damaged, I reported it within the 24-hour time frame. Policy no refunds, you have to accept the same item, (a new 1 but same item). A manager pleaded for 1hour and got me a credit note with conditions attached, I had use the credit note before they pick up the bed, so I complied. But when they picked up the bed they did not have the TV Stand the item purchased with the credit note. When I took a look at the new receipt, I said this impossible. I declined to accept delivery of the TV Stand.

Horrible customer service. Estimate waiting time for part- 12 weeks.

City has now solved my issues with my chairs.

I absolutely love this table and chair set! I was able to get the black chairs with the tan table, which fit perfectly with the décor in my sunroom. Betty ** was incredibly helpful throughout the entire process. After I described what I was looking for, she kept sending me pictures and options until we found the perfect combination, and she was even able to get me a discount. Assembly was very easy, which was especially important since I’m currently out of the state of Florida and had the set delivered directly to the garage. Everything went together smoothly without any issues. The chairs are very comfortable, and I often work from this table during the day. It looks amazing in the space, feels high quality, and is also very easy to clean. I couldn’t be happier with my purchase!

We ordered a couch/sectional about 3 weeks out from when we could take delivery. They can’t hold an order more than 2 weeks, so our salesperson (Geena) moved it out once to accommodate, and I had to move it once more to when we could take delivery (the date we originally stipulated). Got emails and robocalls to “confirm” delivery (for the date I originally gave them and changed it to personally). When we attempted to respond to the confirmation email, it wouldn’t work. Left calls for our salesperson who avoided our messages, ended up demanding a manager to discuss the fiasco, and had to argue with his call screener to speak with him.

I had an absolutely amazing experience working with Matthew! From the moment I walked in, he made me feel welcomed and truly taken care of. He listened carefully to what I wanted and helped me find the perfect pieces that matched my style, space, and budget. Matthew’s professionalism, patience, and knowledge really stood out. He never made me feel rushed or pressured—just supported every step of the way. He went above and beyond to make sure everything was seamless, and that level of customer service is rare to find these days. If you’re looking for someone who genuinely cares and knows what they’re doing, ask for Matthew—you will not be disappointed! Thank you again for such a smooth and enjoyable experience!

HORRIBLE EXPERIENCE. The first time I was in the store the sales reps ignored me. I was there 45 minutes and not one hello. I went back a second time to get the beds I liked anyways. On delivery day, they forgot to bring the bed rails. RESCHEDULED for 1 week later, then was RESCHEDULED again to the following week. On the third delivery attempt, they FORGOT THE BED RAILS AGAIN!!!! They left the bed without the bedrails and said I needed to RESCHEDULE for a fourth time!

Beware of the salespeople as my salesperson very well knew I was buying a power lift recliner due to having a hip replacement, she neglected to inform me, the new one would need to be broken in, and it would not have the same soft comfortable seating feeling as the one had tried in the showroom.

Updated on 04/16/2026: I recently wrote a review about the horrible customer service I received at City Furniture. Here is the follow up: Received an email from Kate@city-furniture.com (or possible Kate@Cityfurniture.com) under Kate's name, it says "Owner". She was disappointed that her company let me down. She asked me to write to her email (listed above).

Their so-called full insurance won't cover anything. The excuse? You didn't call right away, even when you're still under warranty. The guy they sent had a very nasty attitude.

I purchased a dining table from City Furniture (Maylee collection) that was marketed as being crafted from hardwood solids with oak and ash veneers. Less than one year after purchase, the tabletop sustained significant damage following a single roof leak incident. While I understand that water exposure can affect wood, the extent of the damage raises concerns about the product’s durability within its first year of use. I made multiple attempts to resolve this directly with the company and requested escalation, including filing a BBB complaint. Despite these efforts, my request for a goodwill resolution was denied, and I was informed that no further action would be taken. I am disappointed not only in the product’s performance, but also in the lack of flexibility in customer support given the circumstances and timing. I hope the company will reconsider how situations like this are handled in the future.

I recently purchased a couch from City Furniture Miami Store and my experience has been nothing short of frustrating.Within just weeks of use, I noticed significant wear and tear. After many attempts to get pieces to replace the damaged parts and many calls and complaints a kind lady from the warranty department agreed to refund me, after the couch was picked up and I had selected a new couch from the store. I complied with everything I was instructed, I bought a new couch for over 3000 dollars, and City Furniture picked up the old one, however two months later no refund has been provided. Many calls later, which could take up to 45 minutes each to be picked up, no one seems to know where the refund went. I do not trust this company to do business with them any longer, neither I recommend it

They need to have a zero star rating! Don’t waste your money on their warranty! $500 and I get nothing much covered. Unlike the salesperson's speech. I never buy warranties and this is why. Never again and I’m going to Macy's next time.

We purchased a mattress. The sales person was very helpful, but deceiving at the same time. He had told us if we bought a mattress protector that we may return the mattress and now we are told that you can only exchange the mattress for the quote the amount or higher from what you purchased. You could not get a refund. You cannot get credit towards anything else in the store. Nothing is refundable if you go on their website, it says that they do refund it, but he goes according to the contract, so please read your contract before you sign because anything you buy from there you cannot return ever. Worst experience. Will never buy anything and walk in that store again. Horrible. Trust this review because it’s the truth. We have a return policy too. We’re never going to return as my husband stated to the manager, who told us there is nothing he can do and didn’t mind losing our business in the future.

Disgusting place to spend your money!! DON'T DO IT! THIS IS THE WORSE OF THE WORSE FURNITURE TO SHOP! Even corporate offices are horrible. They take your money, promise you everything and then they don't provide what they are supposed to and say to you, "Oh well too bad so sad", I had a big problem in Plant City FL with the sales rep Jim and manager Joshua.

Ordered 2 rugs power loveseat recliner and recliner couch. 1 Rug had Manufacturing defect other fine. Customer Care-less sends tech 2 weeks later to say yes needs to be replaced. Discontinued. Try to exchange both. Replacement on back order. Power reclining loveseat broken within 2 weeks. Customer Care-less sends tech. Yes broken 12 weeks to get parts. No return policy. If it's delivered you own it. Furniture is substandard. Buyer beware. Pay the extra for three year warranty. May take that long to get fixed.

I bought a couch from them and after only 4 months it started getting stains that I literally can’t remove. It turned really dark/black and looks horrible. I contacted customer service and they’re not helping at all — They basically refuse to do anything. Worst customer service.

Guess when it happens for a third time, it's an issue between City Furniture & us. :) Bad luck! Yes, we shopped here for the third time, this time for a mattress & foundation board. Showroom, service, sales people- all excellent, delivery happens, mattress well seal-wrapped and fine, but something as basic as a foundation spring box badly ripped right in the middle. Product continues to not be checked before delivery, a hit to the company's profitability I would imagine. Note- we have also ordered other furniture from Baer's & Matter Bros. furniture, perfect every time!! City has plenty to catch-up around service after sales. Unfortunate.

My experience thus far has nothing to do with the furniture but everything to do with the lack of professionalism by the salesperson Kirk **. He did not walk around the showroom with me to help with a purchase. Instead, he sat on his butt, was on his phone and drank his drink marking up the floor samples with cup rings. After calling him about 2 questions, he likes to insult my intelligence with is lame excuses for calling me back; all done via text messaging. Hence, he never returns my calls.

We purchased a sectional sofa from City Furniture on July 4, 2025, with delivery on July 25, 2025. Within several months of normal residential use, the sectional developed significant defects, including: Severe rippling and deformation of the seat cushions, resulting in reduced comfort and support. Fabric that appears dingy and does not clean properly, despite being advertised as stain- and moisture-resistant. A cup holder component that does not remain secured on its track and frequently falls off. These issues developed gradually over time, consistent with latent defects—problems not immediately visible at delivery but caused by flaws in materials, manufacturing, or design.

Terrible quality Furniture.. That’s why it’s so cheap. City Furniture does not stand behind defective furniture.. I contacted City Furniture on several occasions. After passing me back-and-forth for six months manager said they cannot help me. I have hammered the nails back in, but they continue to come out of the headboard.

Very poor in regard to honesty and whether your product is actually available in full when you purchase. Had one table hauled off day prior to delivery then only table top showing up! Have been using a card table for a month. Rest of table couldn’t be confirmed to arrive until 2 mos later! No one wants to cancel my order and kept saying it was cancelled and I was refunded when I wasn’t. This happened twice and just called a third time. Finally got a “refund” email.

The escalation department if you have something wrong with the furniture or you made a mistake will do nothing for you unless you scream like a baby and threaten that you can give him a bad review then he'll talk to you. Poor Management. It is a shame. Sales Dept. in West Palm Beach was amazing.

Chris ** was an excellent salesperson. He was very attentive, patient, and gave us all the time we needed to decide on the sofa without any pressure. He truly listened to what we were looking for and made the entire buying experience smooth and pleasant. We are very satisfied with our purchase and highly recommend working with him at City Furniture.

The worst of the worst. Buyers beware. These people are very fraudulent. They will take advantage of you and your credit line. Do not be fooled by their sales personnel. The owners are a joke and Synchrony Bank should not fund this store as a line of creditors. I was charged almost $11,000.00 for something I did not purchase and when I contested the bill I was told by the owners I was getting it anyway. If I didn't pay they would ruin my credit. They claim I was in their store a day before I ever stepped foot in their store.

We used City Moves, FL because we received a $1,500 credit with our purchase. Unfortunately, one of the movers, Morris, was very rude and created tension during the move while I was recording. He could have simply asked me politely why I was recording, but instead he said in a confrontational tone, “Is there a reason why you’re recording, ma’am?!”

First time (11/22/25) at City Furniture to purchase a bed. The dept. manager would meet the other store's price and give a tv and a set of sheets but told me the deal was only good for today. I said I would go home and check the height of my bed and call back. I called back and they reneged on the deal---told me the bed on the website of the other store was $3399 and not $3499 so they wouldn't hold to the plan. I was looking at the site and the bed for $3499 is right in plain site for $3499. So they wouldn't honor the deal. The old bait and switch or 3 card monte. I will never go there and after reading all the complaints I am surprised that they remain in business. Thank goodness I didn't buy anything and never will.