City Furniture Reviews

On Friday, May 25th, I became a new customer of City Furniture. I had gone to Rooms to Go as usual and did not find what I wanted. We then went across the parking lot to City Furniture just for chuckles. I was received at your No. Miami Beach store by Linell ** with true care. She gave me and my family the space that we wanted and when we were ready, she showed that she really appreciated my business. I bought a recliner couch (SKU # 27-222-0) which suited both my pocket and my 77-year-old mother's comfort.

This was to be the beginning of my renewing my furniture. The first thing Lenell did was check the inventory and then set up my purchase with delivery on Tuesday. This would give me enough time to give away my old couch and have the room clear for the new one. As it turns out, we were able to give my old couch away by mid-day Saturday, but I did not want to make a change to the delivery date just so that nothing would go wrong. My mother and I spent Saturday, Sunday and Monday watching TV uncomfortably but happy because we were looking forward to our new couch on Tuesday.

Linell gave me the directions on clearing the path for delivery etc., etc., etc. She also told me that if I did not get a call from the warehouse by around 3 pm to call them. On Monday, I received an automated call to make sure that I still wanted the delivery on Tuesday (Press 1).

Why am I giving you such a detailed explanation of what went on? During this long weekend, I told everyone who would listen about my fantastic experience with City Furniture and how I would forever buy all of my furniture from you. By Tuesday afternoon, my bubble burst! I hadn't gotten a call from the warehouse with the estimated delivery time. I called them and the phone was answered by Karen. She put me on hold for a couple of minutes and came back with a simple, "We will not be delivering today. We are out of stock and you should expect delivery around June 27th." There was nothing to be done. I would have to call the salesperson on my invoice. She was, at least, gracious enough to transfer me to the store number (at this point, I felt like it was just to get me off her phone as quickly as possible).

My job is in Customer Service where I am the escalation point in our office so I recognize that my standards are a little higher than your regular every day customer just, because I place high expectations on myself and our customer service staff. Because of this, I was able to understand that Karen may not be trained to provide good customer service and I equated her position to that of our truck dispatchers in my business.

When I got on the phone with Linell, she explained to me that there must have been some sort of an error with the inventory. She was truly empathetic and apologetic, and immediately got to work with me on what would make me happy at this point. The thought of my mother sitting in that chair for just about a month. It was the only thing going through my mind and still is. I know that there is nothing to be done when there is no inventory in stock, but that was City Furniture's mistake so I told Linell that I would be fine with taking the electric model instead of the manual one.

I realize that this would be a big loss, so I am willing to take a floor model or even a loaner from your scratch and dent section for the month. Linell took these options to her manager (Guy). I called back to let Linell know that I would be leaving work and to please call me on my cell and she was with another customer. The person who answered the phone happened to have been her manager, Guy. Quite the contrary from Linell, I got no feeling of compassion from Guy whatsoever, "No, we do not give out loaners, no we will not upgrade you because the quality of our merchandise is too high and you got a great deal on this couch."

What did I feel he was saying? No, there are no other options other than you coming in here and spending more money or going somewhere else with your business after we return your money in 3 to 5 days. Who cares that you cleared the path for our delivery (who by the way couldn't care enough to call to say that they were not going to make the delivery). Who really cares if your 77-year-old mother is uncomfortable for a month? Why should we care? We've already got your money since Friday and you will have to wait 3 to 5 days for it to go back to your bank. That is what I felt and heard and that is what I am now saying to everyone who will listen. By experience, everyone in customer service knows that bad word of mouth spreads out way farther than good word of mouth.

Having such a good initial experience and having this conversation with one of your managers was like going from one extreme to another. What a bad taste it left in my mouth! Now, I am going to have to rent a couch for the month and start looking for another furniture store that carries something like this couch model to buy the rest of the pieces that I want. Just like that, I am no longer a customer of City Furniture.

They offered to exchange the furniture. Well, now, I am on my fifth exchange and every time they exchange the furniture, there are the small holes that indicate beetles in the new furniture. When I asked for my money back, they refused. I ask to speak with managers and never get one and it’s impossible to reach the corporate office. I am totally disgusted with them and would never recommend them and caution anyone buying furniture that they may be infested with beetles. I now know how to find them, but what about all the people that get this furniture and don't know they are eating off tables and sitting on chairs that are filled with beetles? Disgusting.

I will not recommend your company to anyone. Your company is huge and for someone such as myself to come in and pay over $3000 for a bedroom set in cash to get the runaround from your staff you hired - they are very rude and your company will lose a lot of business. I was going to seek expert advice and file charges. It's not the customer which is my husband and I that is the problem. Your staff didn't place my order on June 7, so we should not have to wait until Oct. to receive my handle. Please know you will be hearing from our legal representative.

I called City Furniture to file a complaint, so they sent out one of their techs, but before I called, I looked online to see if there had been any complaints about the Mercer, Flanagan and City Furniture and indeed there were. I have read all of the reviews and complaints about the couches and customer experiences and had that info ready for the tech visit. Of course, the tech claimed that the cushion collapse was due to customer use and that it was normal. I expected that. I voiced my disagreement and told the tech that I was not happy with his assessment and that a couch should last more than two years, that one should not expect to buy a couch every two years. I said that my couch was unacceptable in its condition: collapsed cushion, loosened fabric, and that the attached chaise no longer looked the same as the couch section and that I would have to throw it out.

He had the nerve to ask, "You're going to throw it out? Let me know." This is a guy who works on couches for a living, could probably fix it and have it recovered for very little - the nerve. He took photos of the couch after he fluffed the back cushions with his hands which he told me is something that the store should have told me to do once a month but they don't do. He called the store supervisor and after he spoke to her and gave his assessment, he handed me the phone and she gave me the same spiel as if it was a written script. Sight unseen, customer usage.

I told her that I believed that City Furniture sold inferior products and that if their couches couldn't last more than two years that they should inform their customers upfront. The supervisor then blamed the manufacturer for the inferior products. I then challenged her with the fact that City Furniture chooses to buy these products from these particular manufacturers and should stop or else they will be judged by their customers on what they sell. The last thing she said to me was, "I'm sorry you feel that way. I will still try to help you personally." I told her that from what I have read, she was just telling me what she thought I wanted to hear.

So, just what is it she was going to do? Yeah, right. Replace the chaise? Replace the cushion and the fabric on the chaise? The tech told me they stopped making this particular couch. It's a sectional with a chaise attached. The cushions are attached so you can't just lift it off and put another one on. So, what will she do? If this complaint board is any indication, nothing is the answer. In the meantime, I'm not holding my breath. I'm out looking for a new couch and City Furniture is not on my road map. Note: I live alone, no kids jumping on the couch. I weight less than 115 lbs, so imagine if I bought this couch and had a spouse and two kids. It would have been out on the curb in six months.

A little after, we decided to exchange the living room set for another one a little more expensive. Now, the total amount of purchase was $2,081.48, instead of $1,780.27. She processed a "return" in the amount of $1,780.00, (that credit, as you can see, includes the down payment), she charged the new amount, $2,081.00, but did not debit the $180.27, the amount showing to be financed is $2,081.48. Unfortunately, we didn't check what were signing (huge mistake).

So this morning, I revised all the signed documents and called Mimi ** (General Manager), since she was the one who took care of us, and expressed my concern, she hardly let me talk, impossible to understand my point, since neither her or myself agreed on what she said or I said. According to her, she is right and did not make any mistake, according to the receipts I got, I'm right. So after going back and forth, I heard she told someone being next to her: "this lady is stupid", at that moment, I got so angry and asked her to be more respectful, she said she thought I had put my line on hold.

Is that how an employee treats your customers? Is that how a "General Manager" from a very well recognized company treats customers just because they don't want to accept their mistakes?

I was asked to send pictures, which I did. This was a complete ruse. The obvious hole in the front on the cocktail table, the gouge out of the top and dark burned area were "determined" to be part of the "natural" wood, even though no one would actually come out to see the damage in person.

There was no way the company would exchange the table or repair it. Therefore, the $84.99 three-year in-home service warranty to repair or replace manufacturer's defects is an absolute joke since they do not provide this for brand new furniture. It's just a way to bilk the customer for additional revenue.

The sales person was kind and helpful, but I learned that customer service is there to prevent service, not provide it. I requested that the $84.99 be returned to my credit card. As of today's date, it has not.

I have since sent a complaint to the Federal Trade Commission, Better Business Bureau and I have put in a dispute through my City Furniture Card that will suspend my having to continue to pay on the furniture that is not comfortable. At first I asked for a store credit but because of how terrible the customer service has been I am asking for my money back to go to a company that will value me as a customer. I will never purchase anything else from City Furniture again!

Now, 1 year and 11 months later, the leather on the love seat is starting to flake off. I called City Furniture warranty department. They said to send pictures. I sent pictures and then they said someone would contact me within a week.

After a week, I called back and they said it would be another week. I called back a third time and the lady said it wasn't covered under the warranty. I told her I had 3 year extended warranty and I wanted someone to come out to the house and look at it. She said it wasn't covered, period. I asked her why and where is she getting her information from. She said she was the manager and she made the decisions.

I went to the local store and talked to them and they agreed the leather should not be brittle and flaking off. They suggested I call corporate. I have tried calling corporate several times and just get music or a recording.

Be warned, City Furniture’s customer support and warranty is really bad. I won't shop there again and neither will my family. Anyone got any ideas?

I called a year ago and gave my new address to your employees to put on file but this was never done. City Furniture sent a credit which was only valid for less than 2 months (the credit was printed on July 19, 2010 and expired on September 2, 2010). This was not stated to us when we made our purchase. The floor managers don't return calls. It seems that this company doesn't appreciate their customers business and is only out to swindle every last cent they can possibly grab.

About one year ago, I called the City Furniture outlet where we made our purchase and gave them our new address in Gainesville, Florida to send the credit to. On September 20, I visited my parents' home, which is the original address on the purchase and was surprised to find that the credit was sent to their address and that it expired on September 2nd, two weeks prior. I called to complain to the store and was told there was nothing they could do but the only person who could validate the credit was a floor manager.

I have tried repeatedly to reach a floor manager including waiting on hold for 45 minutes and leaving multiple messages but no one has returned my call. My complaints are: I called a year ago and gave my new address to your employees to put on file but this was never done; City Furniture sent a credit which was only valid for less than two months (the credit was printed on July 19th, 2010 and expired on September 2nd 2010)--this was not stated to us when we made our purchase; the floor managers don't return calls. It seems that this company doesn't appreciate their customers' business and is only out to swindle every last cent they can possibly grab.

They scheduled a delivery between 2:00PM and 7:00PM. My brother was going to be there at that time, but they showed up at 8:00AM, when my dad was getting ready to leave to his work and my mother to a doctor's appointment. They briefly reviewed that was the correct fabric and accepted the sofa. In the afternoon when they came back, they noticed this sofa is empty. Yes! It does not have enough filling; the arm rest corners, you can put the top fabric together with the bottom fabric, in both arm rests. The back has so many wrinkles because it's empty, it has not enough filling. They called again, they sent other technician and this one agreed that it's empty but because it's not zippers, he could not do anything and he did not report this. He told my mother she has to keep it like that!

Now after reading all the complaints about Sealy, I don't even want to try and contact them. This is so wrong and unfair to pay for something and 8 months later find out it's going to cost you another $150. What happens if the next one is defective? There goes another $150. I have not paid for this product since I have a year to pay it. I hope I can have them come and pick up the mattress and contact the credit company and dispute the charge.

What should we the consumers do? Has anyone done an investigation? I did speak with City Furniture and told them that I think this is unfair that a customer should after 8 months pay to have it replaced. I don't want this mattress anymore. I would rather purchase another mattress from another manufacturer if Sealy is not going to stand behind their product.

Obviously, right after that incident had occurred, my mother called up City Furniture to tell them we did not want any more repairs made, and for them to either give us store credit or a cash refund. But that request was never honored, and instead they kept "fixing" the chairs and giving my mother the runaround until the warranty ran out. The very last time they came out was back in September of 2008. My mother left instructions with my brother for them to take the chairs back, but when they arrived, they started working on screwing the chairs yet again! My brother proceeded to call my mother to speak with the City Furniture workers. They told my mother they were not going to take the chairs back because they had fixed the chairs.

Now that the warranty has expired, they're saying there is nothing they can do to help us. The problem I am having with that response is the fact that the chairs are defective, and the fact that we no longer wanted them was not something new that was brought to their attention after the warranty expired. This is something they knew about from the very beginning. But they kept coming out to fix a problem that they knew was not fixable until the warranty had expired.

I recently spoke with several representatives on March 21st (of 2009) about this issue, and they kept telling me that because the warranty has expired, there is nothing they could do to help us. To add insult to injury, I was told by the representative from corporate, Valerie (I did not catch her last name), that we were the ones who chose the chairs from City Furniture, implying that it was our fault that we're having trouble with the chairs. And when my sister came to speak to the representative from corporate, she told my sister that "Your family is so unprofessional and rude; you need to talk to them." I am not sure what she was trying to accomplish other than to distract and bait my sister into getting verbal confrontation with her and not to discuss the problem at hand. Prior to that conversation with corporate, I also had one of the representatives named Felix ** hang the phone up on me (I am guessing he's from one of their regional offices). He falsified in the account notes that I had cursed at him. True, I was upset when I spoke to him, but I did not curse at Mr. **.

It is an absolute nightmare trying to deal with these people. They have no professionalism in the services that they offer their customers because they are rude, uncaring, and tried to put the blame on the consumer for choosing to buy their merchandises. Unfortunately, I am sure I am not the first they have done this to. I am hoping that by contacting your agency, they will think twice before they try to rip-off another person again and handle it so badly. Address for their corporate office is: 6701 N. Hiatus Rd. Tamarac, FL 33321. Phone number is 954-597-2200. Currently, my mother is out of $648.73 and has four chairs in her home she is unable to use and is just taking up space.

The problem is that this type of bed is designed not to need a box spring, which normally supports the mattress. That's how they sold it to me. Unfortunately, the support system started giving way about seven to eight months after purchase. Now, there is a pronounced hill in the middle of the bed flanked by two valleys. Just try to sleep on that! I even escalated my complaint to the Warranty/Customer Service Manager, **. Unfortunately, nothing has happened. What a shame that City Furniture allowed someone who was such a happy REPEAT customer to have his impression of their company turned upside down when all they had to do was fix the problem instead of trying to sweep it under the rug and brush me off.

I can't sleep well, and I'm waking up with kinks in my neck. The bed is not usable as sold. The hills and valleys in the bed mean that the support is completely shot, and that's not what I bought. Although I think City Furniture could fix the problem for between $50 and $75 worth of 1 thick plywood, it seems my repeat patronage is not worth that to them.

The second tech came to the same conclusion and cust. service and salesman and his manager felt there was nothing to do since I didnt purchase the warranty. I normally wouldnt complain but it has been since Februrary and the furniture looks 100 years old. After pleading with the salesman of other purchases I made with no problem and future ones I would like to make I was hoping for some help. Instead he (Ed Mostal) decided to argue with me and hung up on me. In the meantime the chair that I complained about (not including the discolored pieces) it is now squeaking when you sit and its a joke to all company thats entertained in my family room.

My husaband is appalled by the cust service dept and the salesman he asked me to drop it and throw the chair to the curb to be picked up by the county for garbage rather than waste anymore time with City Furniture. I am reaching out to you before I go and run with my husbands idea. I love my newly remodeled home but when walking by our fairly new family room furniture I chose not to put on the light. The poor quality or defectiveness is one thing however a paying customer should be given some respect or at least a chance of some way to make the customer have furnture that you can actually use and look at.I appreciate your time and hope there is a way to resolve this poorly handled situation.

I received an e-mail from Crystal Dacres-Skelton who is a "team leader" in customer service on Jan. 30th saying we would have our furniture in one week, but that didn't happen either. This past Friday(2/8) we were told by Kristi at the store that our furniture or at least some of it would come today(2/12). Not being contacted by the store, we called and were told that once again we would not be getting delivery. My wife stayed home from work for nothing again! City Furniture has not kept us informed about anything and has offered no options other than to exchange the dining room set we chose for something else,and since we already paid everything in full by check back in December I find this to be very deceptive and unprofessional.

I really don't know what my options are at this point, we have guests coming in the spring and are using a picnic table for meals. Any advice would be greatly appreciated. Thank you.

I called the company again, as I was advised to do. They came out measured the sag and reported that it is a normal mattress. This is a criminal act. I can't believe how many complaints are the same as mine on this site. Is there anything that can be done to get some kind of help with this situation? I am so frustrated. And I can't believe I actually wasted my money on an extended 3 year warrantee.

On Saturday 8/26/2006, I called their customer service department to see what options I had with this mattress(return/exchange). Well the girl who answered was harsh and indifferent said that all sales are final and you cannot return it or exchange it. I told her that I have been sleeping on the sofa because of the uncomfortable mattress. She then tells me in a condenscending way, "you should have tried it at the store before you bought it". Well I told that the only way to buy a mattress is BY trying it out and this one feels different. She proceeds to tell me there is nothing the company to do and it will be MY responsiblity to deal directly with the manufacturer and she will mail me a mattress claims form. She ended the conversation uprubtly.

Furious, I called the saleslady who sold me the mattress the same day (Saturday). She said "well I think City Furniture has a 24 hour mattress return/exchange policy but you passed that"(that is not written anywhere) She then tells me that if I buy their 3 year in home extended warranty($70.00) for the mattress THEN City Furniture will get involved and deal with the manaufacturer directly on my behalf and send one of their techs to check the mattress out. I was desperate so I purchased it. She tells me that I need to call customer service again and give them my new warranty policy #. Well I did that, when I called customer service another surly girl answered and was indifferent UNTIL I told her I purchased the extended warranty then she suddenly became nice. She too tells me City Furniture will send me their own claim form.

I filed a complaint with the BBB because of the non-existant and atrocious service this company provides unless you pay them more money for a warranty. This company has no post purchase service and they don't care either; add to that non-existant ethics. I probably would have recieved better service from a van on the side of the road selling mattresses.

Well, it is now 9/6/2006, still sleeping on the sofa. ***BBB was contacted and is working on my case. I have a $800.00 mattress, covered in plastic in my bedroom and I cannot sleep on it. No one from City Furniture has contacted me and I am not surprised.

Please do not buy ANYTHING from these people! The moment you receive your items and the salesperson makes their commission, everything ends - your are left on your own

Recently my wife and I decided to move the bed to another location. We had to disassemble the bed to move it. I noticed as I went to unscrew the bolts that they were not bolts, but were small screws that were just screwed into the wood. We paid for the company to deliver and setup the bed and for the correct hardware I never would have thought to look and see that it was put together properly, which I know in the future to do. At this point I decided to contact the company about getting the footboard repaired and get the correct installation hardware.

A technician came out to look at it made wrote some notes and told me they would let me know what was going to happen. I called to find out what the status was since I had not heard from them for several days. They told me they were not going to do anything about the situation, no repair and no hardware. Finally after speaking with a supervisor, they agreed to send out the hardware, I would however have to pay for it. At this point I asked to speak to a manager and told them the situation. They agreed to send out the hardware and have another technician come out to look at it. They sent the incorrect size hardware, I showed this to the technician and he said he would get the correct items out to us and he also looked at the footboard.

I finally got the correct hardware, free of charge, but they came up with the determination that our daughter pulled on the part and broke it off. I went to each part on the head and foot boards and tried pulling off the welded parts and they would could not be broken off, which leads us to the conclusion it was a manufacturer defect, which is supposed to be covered by the extended warranty.

The second delivery was made on November 22.2004 and came at 12:30 a.m. when suposedly was schedule for 7:00-9:00 pm. This delivery also came incomplete leaving this time the 3 bar stool. The rocking chairs also were wrong. Finally the last shipment came on November 23, 2003.

Trying to resolve the problen of hte rocking chairs they are now claiming that the chairs they delivered to me were the right ones and if I want the chairs that swivel I have to pay the difference. This is not fear since the sales person missled us and show us one thing and then wrote in the order someting clompletly different and now us the customer are stock with some chairs that we don't order.

This was the worst experience i had with a furniture store. I wanted to returnes everything but they also are climing that all sales are final ...I will never recomend this store. This is the worst customer service I ever had to deal with.