City Furniture was founded in 1971 in Fort Lauderdale, Florida, by Kevin Koenig. Originally named Waterbed City, the company switched to selling furniture when the bottom fell out of the waterbed market. Kevin’s brother, Keith, renamed the company City Furniture.
Today, the company is the number 1 furniture retailer in Southern Florida. The original store is still in operation and there are now 15 City Furniture locations and 12 Ashley Furniture showrooms throughout the state. There are currently more than 1,800 persons employed full time. Estimated annual revenue in 2016 is $3.2 million.
Early in 2017, the company released a mobile phone app, which a company spokesperson says cuts shopping time in half and has increased sales by more than 5%. Customers can also apply for credit via the app.
In 2016, City Furniture became one of the first retail furniture companies to offer free shipping. City Furniture also outfitted reality TV star Jill Zarin’s house in Boca Raton, Florida, in 2017.
Company headquarters are located in Tamarac, Florida.
City Furniture was founded in 1971 in Fort Lauderdale, Florida, by Kevin Koenig. Originally named Waterbed City, the company switched to selling furniture when the bottom fell out of the waterbed market. Kevin’s brother, Keith, renamed the company City Furniture.
History
Today, the company is the number 1 furniture retailer in Southern Florida. The original store is still in operation and there are now 15 City Furniture locations and 12 Ashley Furniture showrooms throughout the state. There are currently more than 1,800 persons employed full time. Estimated annual revenue in 2016 is $3.2 million.
Early in 2017, the company released a mobile phone app, which a company spokesperson says cuts shopping time in half and has increased sales by more than 5%. Customers can also apply for credit via the app.
In 2016, City Furniture became one of the first retail furniture companies to offer free shipping. City Furniture also outfitted reality TV star Jill Zarin’s house in Boca Raton, Florida, in 2017.
Company headquarters are located in Tamarac, Florida.
I am extremely disturbed as to the lack of customer service after purchasing 3 rooms of furniture for my new house. i have an in home warranty issue which I cannot get any assistance with. I’ve contacted customer service who only responds with their prepared script. I gave a negative online review and was contacted by social media customer service. Explained the situation and got the same scripted response. I asked for a supervisor, and get a call back from a social media “supervisor”. How can they help me with a warranty issue? I’ve contacted my sales associate and asked for the store manager and I am still waiting on the call back. This company does not provide any customer service. They got the sale so now they have no loyalty or concern for their client. I would expect a response from this review but if the stores were trained about customer service by corporate I’m sure it won’t happen because it apparently was never taught. I will not return to this store to spend my hard earned money and will not recommend to friends or family.
Definitely has been the worst experience ever buying furniture. Bought a crib and dresser and the crib came damaged along with the dresser. The crib was replaced after 3 times to finally a good one. The dresser has had 4 attempts of being swapped out and still has issues with drawers being damaged. Yet City Furniture customer service says “It’s customer preference” in other words we are being picky. Now on attempt number 4 the drawer on the top had 4 holes and was not closing correctly. The drivers could have just swapped it out instead they drove off. We WILL NEVER purchase from City Furniture again. Funny thing is they had no problem taking my money but of course once items are received no refunds are given. How convenient.
We were so excited about receiving our new $3000 dining room delivery but when it arrived one of the chairs was not stable and wobbles, and our table was scratched. It has been very difficult to get help, I have had to repeat explaining this multiple times to different customer service representatives and am still waiting on a call back. I must say that I am very disappointed with City Furniture.
Wow, what a sham…I ordered the Savannah bedroom in JULY 2021. After waiting for weeks to get it every piece was a different color?? its supposed to be ivory, the bed was antiqued, the gentlemans chest was yellow, the night stands were a grey color. I called immediately and was told to file claims on all the pieces, WTF i have to take pictures fill out online forms and wait for them to tell me they would issue replacements on all the pieces and they were also not the right color. I went to the store where i was told no refunds just “re-selections” well I didn’t have a choice so I ordered WHITE furniture. This was 9/4 I’m still waiting for pieces of the sets. Delivery has been pushed out months on the headboard so the bed is on the floor. The night stands are “estimated” for MARCH. No one in customer service answers the phone, manager at the store is condescending and blames everything on covid delays. My problem is NO ONE told me this furniture wasnt in stock. I would have ordered something that i could have had right then and there…I promise when i get my furniture i will take a loan out and pay this off and close my account.
LOST $2000 TO CITY FURNITURE . THEY HAVE NO RETURN POLICY . READ THIS CAREFULLY BEFORE YOU DECIDE TO BUY ANYTHINH
Delivered the wrong bed and ruin my brand new home walls and hardwood floor, I have a 8 months pregnant wife with 6 feet tall bed , where she can’t climb on the bed . Don’t know where to sleep . Quality is the worst . Worst customer service . 2 min after they assembled the bed we called and they don’t return or refund our money . How is this even possible . ? No refund something we received the wrong item . Even with claims online . Delivery guy even said you can return it and lady was on the line she says you can’t and delivwry guy intervine and corrected her saying that’s a lie . Who is right ? Nobody picks up the phone or return calls . They do text . It has been 2 hours and Elena and cinara are worst . Still no respond or by text .
Good evening Mr. Koenig, founder and CEO of City Furniture. Let me begin with I hope that you and your family had a wonderfully blessed Christmas and trust you will have a very Happy New Year. I visited your online ordering site on Dec. 18th and placed an order for 2 of your beautiful Haddie Light Tone Upholstered Side Chairs that matched the Haddie Light Tone table and four chairs that I purchased two years ago. I paid for them and received a confirmation that they would be delivered to me on December 18th. I then received an order confirmation that said they would be delivered between 10 and 1:45 on the 18th. So I scheduled my day so that I could be home for the expected delivery. I received a phone call from one of your employees after 4:00 pm on the 18th that stated that the delivery would not take place until the 24th. While I was not happy, the expected delivery would be completed to afford me the opportunity to have ALL of my visiting family seated at my table for Christmas dinner. So, again, I scheduled my day so that I would be home for the expected delivery. I received a phone call from the driver at 10:02 from Davis Fitzroy, that stated he was en route to my house. Then when he did not show up after 4:30, I checked the delivery information online and it stated that my delivery was still set for today, but that they were already on site for delivery 10 and we were supposed to be #4. I then called your service center and they stated that according to their notes, I had been contacted 9 hours prior to 4:30 and told that the delivery had been rescheduled. However, I have not received any such notice. I was told that the delivery would have to be rescheduled for Dec 28th. When I asked why the delivery was not completed, they couldn’t tell me. When I asked to speak to a supervisor, I spoke with Calvin, who told me that there was nothing he could do. Then I spoke with another supervisor who told me that your company could not offer me any compensation not even to ensure that I would be first on the delivery list for the 28th.
Sir, I am aware that you probably will not get this email as I am sure that someone below you will receive it an put it aside. However, let me assure you that as a school teacher that money that I paid for those two chairs to be delivered (as promised) prior to Christmas dinner, was not easy to come by. Then to have your company to act like it was no big deal, it was only two chairs was an insult. I am terribly disappointed in the lack of professionalism within your company. I am also very upset that I will not have the chairs for my visiting family members to sit at my table on Christmas Day. But more than that to be told that my issue (which was caused by your company) was not important, was a very big insult. I realize that the little business that I do at your facility will not make or break your multimillion-dollar company, but please remember that it was the little folks like me that helped your company to grow. As a professional I know the importance of providing services that meet or exceed customer expectations. The integrity of the company is only as good as their word.
I am more than a little disappointed in the results of this transaction and will probably look elsewhere from this point on for any future purchases. I would, however, expect a response from you as the CEO.
Sincerely,
Dr. Jessie Thacker-King
Dear Mr. Koenig,
My husband and I purchased a new home 3 years ago. All our furniture was purchased from your Tamarac store with the in-house warranty service as well. And this was not our first home purchase furniture from your store. However, I have called your store location to reach the warranty department on numerous occasions and to no avail. No one answers the phone! When I finally reached someone, the agent sent me a technician to take a look at my white leather sectional. The technician told us that the sectional had a factory defect and that he was going to report it to the warranty department. A few days passed no one called us. I called back and I was informed that my warranty had expired on 11/29/21, just a few days before I FINALLY had gotten through to a live person. My warranty claim has been denied twice. I asked to speak to a manager; there was never one available. I was told to call GRAU, and they told me it would be more expensive to replace the parts of my sofa than to buy a new one. Now I can’t even get the sofa cleaned by the cleaning folks and the cleaning kit that was sent to me does not remove the stains on the sofa.
I spoke to a store manager today, as I had already left a message to speak to a store manager 3 days ago, and of course no returned call. He also was no help. What is extremely frustrating is that I called the store and the warranty department many many times. No one answered. If someone answered I wouldn’t have gone passed my expiration date. So I ask you, my only option is to buy a new sectional sofa? Your employees did not offer other options or solutions to our situation with a factory defected sofa. I have been a loyal customer of your store for many years and I’m amazed at the customer service I have received in the passed few weeks. This is certainly now how you are supposed to treat a customer.
Good evening Mr. Keith Koenig
My name is Louis Kattou and my wife’s name is Martha Guerra.
On October 9th 2021 we purchased a buffet table from your Sunrise location located in broward county.
Upon delivery we immediately advised the delivery driver that there was damage to the furniture.
Note* We were generous and left him a real nice tip.
He assured us that it would be documented and left the damage furniture at our home.
Sad to say it was later determined that he never documented the damage.
On October 24th we arrived at your Pembroke Pines location and purchased six dinning room chairs.
On October 30th a gentleman who repairs furniture for City Furniture as a follow up arrived at our home and inspected the furniture. He determined that the furniture was unrepairable and that someone would contact us immediately. This has yet to be done.
I suggest you to try and contact customer service as I was on hold for over one hour in two separate occasions. Getting through is alone tough enough.
It is now November 9th and we have not heard from the sales person as he was left messages.
I would say that we are about to return all the furniture and get a refund but before we do so I decided to contact you and see if you may assist. We are only asking for a replacement of something we bought.
We normally go to one of your competitors to buy furnature. Please assure us that future buys will not be like what we’re experiencing now.
WATNING TO ALL, “DO NOT ACCEPT THE FURNITURE WITHOUT INSPECTING IT COMPLETELY. IF YOU SEE ANYTHING WRONG DO NOT ACCEPT IT AND HAVE THEM TAKE IT BACK YO THE TRUCK.”
You all have been warned.
The showroom has just about anything you’d want to see and our salesperson Ramon was phenomenal but despite all the excellence from the sales experience I still have to give City Furniture as a whole a negative 5 star rating. Ordered a reclining sofa that came with minor damage which City was happy to replace but when the second one broke after 2 weeks they insisted that a repair person come out to look at it. He of course was unable to fix it and I was offered a third sofa which I declined, after all who wouldn’t when your need a third sofa after 5 weeks. I returned to the Wellington store to shop for a different model. I chose another manufacturer and model which was double the price but out of stock but I was willing to wait. 2 weeks later I receive a message that the new sofa was in stock but couldn’t be delivered because there was a balance due which was not possible because I paid the difference in price when it was ordered. Once again the salesperson came to the rescue and the delivery department scheduled delivery. I was driving back from a wedding out of town and knew I would not be back in town at the scheduled time so I used their website to change the date to the following day. Delivery day arrived and the team began the process of delivery. I asked if it wouldn’t be easier to take the damaged one out first to which they replied they were only delivering the new one and not removing the old. I advised that unfortunately I would need to refuse delivery because I do not have room for two sofas in a small room. I called the salesman and once again he stepped up to handle a bad situation, unfortunately we hat he was promised by customer care never happened. So I said not to worry I would handle the situation and that when the real nightmare began. The new couch could not be delivered because the system said it was delivered and the couldn’t take the old one because it was showing as returned. No one is customer care really cares about resolving your issue. You wait for hours on hold and when you give up and call back and choose the text option they do nothing other that attempt to blow you off before the issue is resolved. My understanding is all interaction is by email so that is the reason for delays but surely there is someone that could be reached by phone to coordinate with all necessary departments to resolve an issue. I was in senior management for 35 years and not every employee at every location had my contact information other department heads had access to me by phone and conference calls were looped in as necessary to resolve a customer issue. After a week of work on my part and the sales team at the store delivery and pickup is once again scheduled. Hopefully they get it right this time but my first City purchase will definitely be my last as I expect better when spending over $3K on a sofa. If you’re looking for a great overall and seamless furniture purchase experience you may want to look elsewhere. And do t be fooled when you see the response to bad reviews telling you to email Kate@ cityfurniture.com, she doesn’t reply to your email nor does she call. She doesn’t exist! Emailing Andrew Koenig doesn’t help either – he too busy living his millionaire lifestyle to respond to a customer.
I needed to reach Citi Furniture customer service for days, but kept putting it off because of a recent past experience with them, of being put on hold for more 45 minutes and no one picked up. So today I realized that I had to make the dreaded call again because my warranty was coming to an end soon. It took me one hour and 25 minutes to finally talked to someone. She took note of my problem then transferred me to the warranty department. I waited another hour and 21 minutes before someone at the warranty department answered my call.
I believe for most customers, including me, great customer service is one of the most important elements of a great business. Having to wait for more than an hour on hold to talk to someone is the beginning of bad service, no matter how helpful the customer rep is on the other line when the call is finally answered.
Mr. Koenig, changes need to be made before the words get out on social medias. I have been a customer of City Furniture for more than 15 years. Please fix things up.
City Furniture deserves no more than a zero, unfortunately, this selection is not available. Their customer care is a scam. You can only speak to a live person only in the store using the store’s line; otherwise, you can only communicate by chat. They are no help. I purchased a furniture that has distress style, which means holes all over it. It is very ugly in fact on a traditional piece of furniture. I called in immediate, and sent them pictures. I was first told I would be reimbursed within 5-7 days because it was damaged. I went back to the store on day of delivery, then one supervisor stated it is made this way. In front of a store manager and a supervisor, one associate stated to me and a witness that “I have the option to select something else of same price and be mindful of the availability at this time” I agreed. As it was 5 minutes to closing time, she then game me her personal card to call her back with my decision after speaking to my husband. She was not ever able to be found by found. I went back to the store only to be told by a floor manager, a different sell associate, and a different person at customer service that I was lied to and that I was given never the options. They took my money and ridiculed me, and refuse to give any options. No one want to take responsibility and they were blaming each other. That item was in the very back corner of the store and well propped with pillows. Unless you are very close to eye level, you cannot tell if there were holes over it. I fell in there stupide trap. Stay way and be aware.
They only care about initial sales. After delivery , you are on your own. It is their word against yours if it is not on paper. The Funny thing is the manager I last spoke to was reading the notes in the system out loud, and she red where they sated exchange for my furniture, she in turned lied and said such request was initially denied.
They only care about initial sales. After delivery, you are on your own.
Be careful if you order furniture from This city furniture store. The Sales personnel only care about getting the sale and do not follow up with you there after. We purchased $2000 patio set in July with promises it would be delivered in four weeks. Four weeks comes around and still no delivery. When we contact city furniture, they state that there’s a $.50 balance! Apparently,the sales associate and put the wrong change amount when he swiped our credit card. Clearly their fault. You would think that the sales associate Would contact the customer via phone to let them know if their mistake. But not until four weeks later we find this out on the day of said delivery we find out about
$.50 balance. Now we have to pay $2000 to our credit card for furniture we don’t have. City furniture no longer has this furniture in stock and now they cannot confirm a delivery date. I wouldn’t recommend dealing with this furniture company as they clearly only care about the sale and after that it’s all up to you to make sure you that they charged your credit card appropriately and that you actually receive the furniture.
Still waiting for a replacement part for which I bought warranty. The order was placed on 1/13/21 and was told approximately 3 months. No one gives a follow-up and no replies to your phoned calls/emails. Was given an ETA about three times for delivery all this after i was lied to about delivery by the sales person, who by the way left the company the following week . I did not put this on Credit but instead paid in full in order to have the order placed, per the salesperson. The original order was placed on September 17, 2020 and I received the shipments in pieces with the final delivery made December 31,2020.
I am still waiting……….
but I still get adverts about buying products from the company. would anyone?
Have been buying from them since the water bed city days customer service is non existent piece of my sectional the leather is peeling off they say I need to wait 6 months for China to make a new skin. Not acceptable bought the extra warranty for what
We purchased our sectional July of 2020. As soon as we got all the pieces we’ve had nothing but problems. One of our power recliners came with a hole in the arm. We reported it right away and soon after got a replacement. When the replacement was delivered we immediately noticed a problem. We tried to address it with the delivery drivers who completely ignored us and took off. Turns out that the power recliner barely reclines and you feel like your in a rocking chair. It’s completely unsafe to sit in. We reported it and now it’s been over 6 months with no replacement. Our delivery continues to be pushed. Everytime we call we are told sorry there’s nothing we can do. And when we ask for higher personnel we are told we can’t speak to them. They tried to get us to re select a couch but that’s not what we want. We want our sectional to be fully functioning. I am so disappointed with the customer service that has been offered to us. Never in my life have I been treated so poorly and given such an I don’t care attitude. We spent a lot of money on these couches. We’re paying a monthly bill and our warranty is now a year in with no resolutions. I would never EVER recommend anyone to get any furniture from city furniture!!!! This company is a complete mess with no idea how to offer customer satisfaction or solutions. City furniture you should be ashamed of yourselves.
Andrew Koenig, COO
Kristina DiBartolomeo,CFO
Keith Koenig, CEO
I wish i would of check this page review before giving my business to city furniture.We just bought a new house and spent over 7 K in this company .Since february 2021 we are sleeping on the floor.The company lacks of empathy.
We ordered a full bedroom set, dinning room set,living room set and other accent pieces.The associates forgot to add pieces to my order, the bed had come broken 2 times,the chairs came with holes as well and dirty,no one knows nothing or blame others.Management in the store offered me
free delivery which i was already getting on my first order i found that funny,so i’m not getting anything from them,the least they could do is offer a credit or something.This has been Hell.I had a delivery schedule for
yesterday, the driver called said he was 10 minutes away ,did not show up and did not call me back.We we’re waiting all day for that delivery,i called today and apparently the driver got lost and i cannot get my stuff until 7/14 this doesn’t make any sense.You get lost you call and ask for directions.I’m not sure what type of work is doing management including the CEO.Your customers ARE NOT HAPPY and noone is doing anything about it .This has been nightmare i don’t recommend this company to anyone not even to my worse enemy i can’t wait for this to be over with and the store i used was the cutler ridge store.Management there sucks they talk,talk and talk try to calm you down and don’t do anything for you because that’s all they can do .Stay away from this company i had placed multiple complaints with customer care and i haven’t receive a single call with a resolution.
I am very disappointed with my shopping experience with city furniture. I received a sofa bed which came with a broken frame. I contacted their customer service to solve the issue expecting a refund, but instead, they offered an exchange, repair and finally, when I mentioned that I could not accept those solutions because I was expecting an item that goes along with their promises of good, quality. Quality that all clients expect of the recognized company as City furniture.
Their customer service mentioned that their policy doesn’t allow returns, which I do not believe is fair because I received damaged item. The policy cannot apply to damaged items. Of course, after all, their negatives to provide the refund, I told them that I have to tell my experience and post reviews on the internet. The reaction of their customer service “Jose” was aggressive and told me that he would call the police because I would obstruct their business. I never mentioned that I would install a barricade in front of their store, but I have all the right to tell my history. Unfortunately, the lack of professionalism of their customer service and a policy applied the wrong way is not allowing me to solve my issues.
I purchased this sectional, and I honestly don’t know what’s worse the customer service or the sectional. When I tried the sectional at the store the manual seats did not open well. Agent assured me that wouldn’t be an issue with my new couch, and that if in the case it was, I would have 24 hours to exchange the couch. Turns out that not only did I have the same issue but the couch was damaged upon delivery. Spoke with an agent within minutes but they were only willing to exchange the couch for the same exact couch. As of today I’ve had the couch replaced twice, and had a technician look at the couch and find no solution and still they are only will to exchange for the same couch. Mind you the one I want to exchange for is fully electric (so that I won’t have the same issue) and the the couch is more expensive. Makes absolutely no sense that their willing to replace the whole couch but only with the same sectional. In other words they rather have an unsatisfied customer than do exchange where they will make more money. Mind blowing. Do not buy this couch, and run as far away from Ashley and City furniture as you can. Horrible experience, will never purchase from them again!!
This is by far the worse experience I have had with a furniture store. First delivery wrong base for table and 2 chairs damaged. Attempted 2nd delivery of 1 chair. I told them not to deliver until order is complete. Scheduled for third delivery on 30 or 31 March. On 25 March tried to verify the time for delivery and was told scheduled for
May on 21 March . This is unacceptable because I have no furniture and I was not notified of the change. WI was on hold for hours and force days I tried to speak to someone prior to today. I left my number for call back and no one called me. I am al
ready stressed with the move and now I have to deal with unprofessionalism and inaccurate information.
Hi,
I am an upset customer as well! How did you get your email through? Every time I press send it says page not found and kicks me out. Has anyone responded to you?
Thanks for letting us know the site was out of date. We have updated the email listing.
Hi, I was wondering if you got your issue resolved. I’m having issues as well since January. Did not receive all items and one item has a factory defect and still was not replaced. Customer service is not helping I don’t know what to do. The damaged item is $800. If you have any suggestions I will be happy to hear
I had .a similar experience. i spent 10,000 at this store in August 2020. My furniture didnt come until november 2020. I advised them I am missing a piece they advised I am not. A month later they send me a check of the amount of the missing piece. I have 3 year warranty on the sofa. I placed a claim in January this year I am still waiting for my couch to be replaced. this is horrible customer service. How do I contact the CEO? Does anyone have their email or direct phone number. I would love my entire couch replaced or give it back and get a different couch or my money back this is horrible
Invoice number: 604508
Invoice number: 604422
This is by far the worst hug experience that I’ve ever had with any furniture company in my life. I’ve been calling city furniture since I’ve had a default on my couches for more than two years one the order was placed in someone else’s name other than mine, when I’m the purchaser of the couches and I’m the one that paid for it.
One told me the replacement will be delivered to my home and I had to call when all the replacement were delivered to me.
At this time I have only received the 3 cushions with-out the protection covers and some fabric that needs to be sowed in. I just got off the phone with the rudest manager that I’ve ever spoken with and he advised me that I will not receive the remaining of the parts until the end of the month. You live in a two bedroom apartment. Where the hell am I to store huge packages until the end of the month?
Why do I have to call when I receive it remaining of the material? Why can’t City furniture take full accountability for their failures and the way that they treat their customers?
I’m so pissed at this time, why would you sell insurance to customer just to give them the run around in order to avoid doing the right thing?
Something need to be done and it needs to be done fast. I would rather have a credit because these couches that were sold to me are sh*t.
Andrew Koenig, COO
Kristina DiBartolomeo,CFO
Keith Koenig, CEO
Invoice 668358- Melchor
I purchased a new bed about 6 months ago and also purchased 3 year guarantee. The bed has broken twice And very bad quality. Both times the bed broke in the middle of the night and definitely a liability on your company. The first time the bed broke they came within 1-2 weeks to switch out the bed, today they have confirmed the bed is back ordered mid august and i will need to wait. They recommended i do sleep in the bed, mind you I do not have any other bed in my house and in addition don’t have space to be comfortable in my bedroom. Honestly I feel this is huge liability a bed that breaking apart. I asked for them to credit me back the money of the bes and i would purchase a better quality bed, but they denied that. Honestly the worst customer service i have ever dealt with. During these difficult times honestly City furniture shows no compassion and is unable to resolve the issues. We are talking about a $400-$500 bed in which can cause the company a higher liability.
WORST company ever! I spent 7k cash with them and upon delivery 2 of my 4 pieces were already broke. After spending 6 1/2 hours on the phone, 4 of those just in waiting and having the furniture or less then 12 hours I began to notice more issues. I requested a return and refund agreeing to pay the delivery/ pick up and 15% restocking fee but was told no. I must keep the product, I have to wait a week or more for new pieces delivered. I have had these for less then 24 hours and could not be displeased. Everything the sales agent told me was a lie. My warranties that I paid for, the delivery that I paid for etc.. the $600.00 in extras are not covered and made of crap material. I own a business and have worked with customers for years, I have never treat one so unfairly. I will never return to this store again- ever! I bought my previous set from Rooms To Go and that is where I will be returning or all future purchases. Ashley’s/ City’s customer service is a joke, and management is a disgrace. What a why to run a business, by con people out of their money then hiding behind ladders of extension and blocks.
Andrew Koenig, COO
Kristina DiBartolomeo,CFO
Keith Koenig, CEO
The following was sent by email to Andrew Koenig at email address andrewk@ cityfurniture.com
Invoice #687115
Case #618877
We purchased an AF Warnerton Dark Brown Micro Power Reclining Sofa on 8/9/2018 along with a 3 year warranty. The couch is less than 1 1/2 years old. It has places where the fabric is peeling, fabric is totally warring through, one side of sofa has pulled away, scratches on console and the form core in the seating is flattened. I sent an email to the warranty company and didn’t get a response. I had to call again and resent the pictures. A technician came to our house on Tuesday 2/25/2020. We got a call today from the warranty department stating that it would not be covered for repair or to replace the recliner sofa. They stated the reason was because of excessive use. We are a retired couple with a grown family. How can two older adults do excessive use in less than 2 years?
We have our paperwork from the purchase along with the warranty information which clearly states that the warranty covers all of the above.
I’m referring to the warranty pamphlet stating the following:
LEATHER/UPHOLSTERY:
Form core flattens
Fabric peeling or cracking
Rips or tears
Scratches
We have purchased other furniture from City Furniture. Our treatment was unacceptable today from your warranty/resolution department. While we were on the telephone we were transferred 3 times and were on hold for a long time each time. We asked to speak to an employee with higher authority and each time spoke to a supervisor. The last person put a request in for a manager to review and give us a call within 48 hours.
We took out the warranty in good faith that it would be honored by City Furniture. I believe that the records should show when this started and has been quite an ordeal. This process started on 1/6/2020 that you can see from the previous emails. Pictures are included below.
I know you are very busy man but I would appreciate a response.
Sincerely,
Repeated Customer Dee and Cliff Clonan
Sent from my iPhone
Begin forwarded message:
From: Dee Clonan
Date: February 11, 2020 at 11:06:23 AM EST
To: warranty@ cityfurniture.com
Subject: Fwd: Case# 618877 – Clonan – 687115 [ ref:_00D1N2cvT5._5003lzBGtn:ref ]
Sent from my iPhone
Begin forwarded message:
From: Dee Clonan
Date: January 8, 2020 at 9:33:42 AM EST
To: warranty@ cityfurniture.com
Cc: Cliff Cell , Dee Clonan
Subject: Fwd: Case# 618877 – Clonan – 687115 [ ref:_00D1N2cvT5._5003lzBGtn:ref ]
Invoice #687115
Purchase Date: 08/09/2018
Last Name on Invoice: Clonan
Attached are the pictures of our recliner couch. Please note the tears in the different areas.
Please contact me at:
Diatra Clonan at 772-342-XXXX or Cliff Clonan at 772-418-XXXX
Thank you,
Diatra Clonan
Hi scott and wendi, my name is juan and i am having the same problem with city furniture. Maybe we can get together with all of the cuatomers that wrote comments and see what we can do to get our monies back. Even go to the news.
UPDATE…. STILL IN HELL WITH CITY FURNITURE!!!
As expected, my order is still NOT complete and messed up AGAIN.
The master bedroom was picked up, thank you. The exchange of the chair as PROMISED by Kate was of course not done.. they have taken the damaged/poorly repaired chair only to tell me that the new chair was left behind (what a surprise)!!! I then received a phone call from “Vanessa” in customer service to let me know that I could receive the new chair by Dec 15th.
CITY FURNITURE IS A JOKE AND A HUGE DISGRACE!!!
For the love of GOD, pick up your INCOMPLETE dining room and chairs so that I may move on from this in peace. This is the most STRESSFULL experience and it is making me sick. I placed my order on October 14th, enough is enough.
I do not want anymore phone calls with empty promises and bold lies.
PICK UP THE REST OF YOUR FURNITURE ASAP!!!!
DON’T BUY FROM CITY FURNITURE.
Consumers, I urge you to read the reviews before purchasing furniture from City Furniture. Six weeks ago, we purchased furniture from the Ocoee location, BIGGEST MISTAKE EVER!
*Customer service is the WORST….they will promise deliveries that never happen. I sat on hold for more than 5 hours total (3 phone calls) when I was finally told by the rep they could not help me and there was no manager to talk to me.
*When they finally deliver, look for the UPC sticker on the bottom (that indicates you are receiving returned/damaged furniture that they “repaired”. YES, this actually happened to us! As if it would be ok that we paid $3000+ for NEW furniture but were given returned, damaged then “fixed” furniture.
*We still do not have a complete order of the bedroom set or the dining set that we ordered SIX WEEKS AGO.
*Customer service is RUDE, UNPROFESSIONAL, have NO customer service skills nor do they care about you or the hell they are putting you through. The managers are no different. They will tell you that you will receive a call back in 24 hours (LIE), they don’t call. I had a “Manager” tell me that there was nothing she could do and now it was my problem then hung up!
I have literally BEGGED for them to cancel my order and pick up the incomplete and damaged furniture that they have delivered. I was told they would not, “too bad, so sad”. Next, I will dispute the charge and take the legal route! I will go to every news channel that will listen and social media site that I can post on… DO NOT BUY FROM CITY FURNITURE, YOU WILL REGRET IT… LEARN FROM MY EXPERIENCE.
I have never in my life dealt with such incompetent people in my life. Customer service is AWFUL. currently on delivery attempt 18 to get the rest of my $4500 worth of furniture I bought a month ago. Always SOMETHING,SOME EXCUSE instead of admitting they messed up and try to correct the problem. NOPE. NOTHING. They just reschedule for the SAME THING to happen the next day. I am taking this to court. This company is a money hungry JOKE and I highly recommend no one to shop there ever. it is not even closely worth the grief and hassle this horrific company puts you through
I have never experienced such awful customer service after most of my $5,0000 furniture purchase was either damaged or faulty.
Staff at City Furniture has no idea how to resolve issues and logistically incompetent.
After calling within 24 hours of delivery customer service said they would send tech to fix dresser and steam the 3 couches purchased as they looked like something I would Purchase at thrift store. After multiple calls city furniture stated thEy would replace furniture which meant being home for another day as I was already home for initial delivery and then another 6 hour wait for tech who came and said he did not have equipment to steam couches or fix dresser.
Upon 2nd delivery attempt dresser was ok but the 3 couches were worst than the ones initially delivered. The delivery team stated that all couches arrive like this and that we need to call customer service.
My wife ended going to store to make face to fave complaint and was told they would make a 3rd delivery attempt but would have to wait 30 days
and they would QA furniture before sending to which my wife said why didnt they do that the first time.
So now I am paying for something that’s faulty and have to wait 30 days
Small claims lawsuit to come.
after purchasing a Bernhardt coffee table which was very expensive the marble top had a damage. They sent a repair man to get the stain out which they couldn’t. They sent a new top which was sent and i was not notfied when it would be delivered. Today they sent the men to put on the new top. Before they put the top on they opened the box and it was damaged. I told them to take the box back. There customer service would not let them take the box back after fighting, they want me to keep this huge box until a new table is delivered The driver could have taken it back but they refused. Does this make sense I am very disappointed in there policys. They should make the customer happy which they have not If the next delivery comes in bad i planned to make my whole community of 1200 homes know not to buy from this store . After looking you up I was suprised how many complaints you have
i wonder if Consumer Affairs knows how you treat your customers?
Very disappointed. I purchased a bed from the Boca Raton City Furniture in the beginning of July. The salesperson advised that the headboard to the bed was in backorder and would arrive on August 15th with the rest if the bed. I was ok with that. When the delivery came the headboard was not delivered. I called the store they told me it would be delivered on Saturday but I had to speak to customer care to set up the delivery. I was transferred and was told that the headboard would not be available until September 11th! So I would have to wait another month to be able to sleep on my bed. It’s a canopy bed so what holds it together is the headboard. That was unacceptable to me. With a hundred of apologies the only thing I was offered was a plan bed frame so I wouldn’t have to sleep with the mattress on the floor and it had to be returned once the headboard was delivered! I paid $2500 for the bed! Just the bed! So today i get an email that they were going to ship the bed frame tomorrow and of course when I checked the email they were shipping the frame to the wrong address! I’m am very disappointed bu the service I received from City Furniture and will not shop there again!
invoice 550519/18
After my experience, my mother’s experience and a neighbor’s experience, I wonder if CF even cares about all these complaints and attempts to right its wrongs. My saga began in March with a rookie salesman who did not know his product. I bought a 6 piece Newport white desk with piers and a bridge. The desk was damaged. The bridge is damaged. The outlet plug that the salesman pointed out to me I am now being told is not part of my unit.Although I bought in March, I was scheduled for delivery of the piers in August. They arrived on the wrong day although in fairness to them, they did text me that they were on the way.They arrived with the piers but not the desk top. Two days later on my scheduled delivery day. they showed up but said the bridge is damaged, and they could not attach the piers because no brackets were left. They wanted to leave the piers on the floor! I spent about 2 hours ( 1 hr and 12 min on hold until I had to run to the store) on the phone, Was contacted by Mathew, a manager at the purchase store. We left it that he would get back to me. Thats what Angela ( Dee ) told me as well. Now I am getting phone calls from delivery. What is it that they will deliver? Piers? desk top? Plug in outlet that was pointed out to me by my salesman as a feature? A replacement desk top and all necessary components to install and assemble?
My trust is gone. I have been lied to on:
delivery ( “June”)
plug in unit- now being told it does not come with my cabinets.
drawers come all the way out – not true, about half way
I want a full refund on my purchase or at a minimum, compensation for my hourly wage for all the time I have spent waiting on the phone, sending/receiving at least 20 emails ( that even depicted the outlet in the desk top, saying “this is what it should have looked like”).
I will be contacting BBB and consulting with a lawyer
This has been the worst experience of my life I purchase a full set from you guys since June 9 since I was moving into my new apartment July 1 at that time I didn’t know my parents were going to buy me furnitures wen I made the purchase. A couple days later my parents got me furnitures so I automatically went back to city furniture for a refund today is August 8 and on Tuesday August 6 Is wen i finally receive the refund check not only that I had to wait 2 months for the check but now due to me being a temporary resident at this moment I’m not even able to cash the check at any bank due to my ID being TEMPORARILY expired so I’ve been running around trying to cash the check and I can’t therefore I went back to the city furniture on federal that made me wait two months for the check to request a new check with a newer date because only amscott was willing to cash the check only with a newer date and not from two months ago. The General manager from the federal location informed me that theirs nothing that they can do because the check is valid for 180 days therefore I have to wait 6 months for them to give me a new check AND THIS IS F-ING STUPID AND RIDICULOUS BECAUSE THE MONEY CAME OUT OF MY CASH APP CARD WITHIN SECONDS AND I HAVE TO WAIT 6 F-ING MONTHS THATS F-ING CRAZY NO ONE HAS BEEN ABLE TO HELP ME WITH THIS SHIDD. THEY NOT EVEN TRYING TO FIGURE OUT A WAY FOR ME TO GET MY MONEY AND REMIND U THIS CHECK IS over $900 like wdf. SOMEBODY NEEDS TO HANDLE THIS SHIDD BECAUSE IF I HAVE TO WAIT 6months I will SUE this company because THIS IS BULLSHIDD AND NO ONE IS TAKING THIS SITUATION SERIOUS AND IM TIRED OF GOING TO EVERY CITY FURNITURE FOR HELP!!!!!! AT THIS POINT IF NO ONE CAN HELP ME MY LAWYER WILL. AFTER TWO MONTHS OF WAITING I THINK IVE BEEN PATIENT ENOUGH AND I DONT HAVE IT IN ME ANYMORE TO WAIT.
Never in my life have I had the ridiculous service and bad experience that I have had with your company. Your service and customer service is ridiculous. We recently moved into a new house and bought thousands of dollars in furniture from your store and have been waiting months to have it all delivered; being told that the last set will be delivered the end of September. For our breakfast nook we go the table weeks before we got the bar stools. The family room, we got the sofa and chaise without the love seat then realized it wasn’t even ordered. Purchased a rug which I didn’t receive, called customer service and was told I took it with me. lol How can a 8×10 rug fit in a Nissan Murano? lol Last week we received a text on Wednesday July 31st that our bar stools were finally being delivered the next day, we then receive the email with the tracking, the joke was on us since they weren’t delivered and when we called we were told that they did not have a delivery for us and that it was going to be today August 8th. Getting excited again that we’ll finally be completing at least the family portion of the house until we receive the remaining furniture for the living room, we received the usual text and email with the tracking that shows what we will be receiving. The email shows 3 bar stools, click on the tracking it shows 2 bar stools, called Customer Service we are only getting one. Can you believe that???? If that is not the most unprofessional way of conducting business I don’t know what is. I am really surprised you have been in business since 1971 and wonder if the customers shopping at Ashley Furniture have the same problem. Had I read your reviews before my purchases I would have never even gone into your store. You took my money now you have us on a waiting game and practically hostages waiting on our furniture. Mind you I called earlier this week to complain about the headrest of my recliner being crooked and was assured that we were receiving our bar stools this week because they received a shipment. How can anyone trust your company when all they get are false promises and bad customer service. I called this morning and asked to speak with a manager and was placed on hold for which i was on for about half an hour before I hung up. Every time you call to say there will be a delivery someone in my household has to take time off from work to wait and because you do not give a specific time we have to take the entire day, who is going to compensate us for all the lost time from work? Because all your customer reps can do is offer their apologizes for our inconvenience. Someone from your office needs to look into this because we are beyond frustrated.
Invoice Number 665124/23
Thank you for your time.
To whom it may concern, I recently bought a furniture set from city furniture in Ocoee Florida . Everything was going fine with the process until the techs got to my house started carrying furniture in and one of them says “did they call and tell you we don’t have the rails so we cant put the bed together (which I later found out is against policy. Techs are not suppose to deliver unless they have all of the pieces to assemble) I called the store manager Chad and his response was “The bed was already on a discount you should be happy with what you got”. Then proceeded to tell me there’s no way to refund my money and they are not able to deliver it until another day. I then called the customer care line where the ONLY thing she said she could do is deduct $60 from my delivery fee and reschedule it for Sunday which is 2 days after the items should have initially arrived. At that time I decided it be best if I drove in the rain to the store and pick it up myself. When I arrived there was another customer with half the furniture missing out of the box they delivered to him. On top of all of this, This is not the first time we have had this issue with City Furniture 3 months ago they delivered another bed to use without a mattress and without the rails for the bed. Ultimately I will not be doing anymore business with this company they handled all of this very unprofessionally and with poor taste. I have read on Facebook and other social media review pages about this company and apparently this is a very common thing from City Furniture. I appreciate you taking time to read this and I do hope that this issue is resolved not only for me but for other customers as well. Also, I have contacted multiple news agencies as well as the Better Business Bureau.
Purchase dining set. Received delivery and noticed damage to the table top. Ran out the door and saw the delivery truck down the street. Immediately called Customer Service and the Ft. Myers’ store. Was told to take photos and send to Quality Control-did with 15 minutes. Called Customer Service for 4 days and no answer EVER. Contacted Store Manager, offered $35 gift card to keep as is..seriously? We have not even sat in the chairs yet. Was told, “if you had declined delivery, you would could get a refund”. I know City Furniture does not have a 100% customer satisfaction and to be told I have to accept it and they won’t return or refund. What an insult. Continuing to fight.
DO NOT BUY FROM CITY FURNITURE! The Corporate office should look at all these complaints and take action against the managers of scheduling and delivery. My story is similar to so many below. I purchased bunk beds with trundle and assembly. On my delivery date, 6/14, they arrived, assembled the trundle and found that they we missing some pieces so they could not complete the assembly. They left and CF rescheduled for Monday 6/17. At first they told me between 5-7:30pm. Then it got moved to 7:30-10:30pm. This for delivery of missing pieces and assembly. 10:30pm! When I checked the tracking it started showing the delivery from 10:15-10:45. Checked it again and it started showing 10:40-11:10pm. Really?! My husband and I both get up at 5:30am for work. We they really expecting us to stay up until midnight or longer! We called and told them not to deliver after at 10:30pm. I called the next morning and was told that they couldn’t deliver today because the trucks were loaded at midnight. Hello brain trust, my item should still have been on that truck since it wasn’t delivered and the first one delivered in the morning. I asked that they pick up what’s here of the bunk bed so I can go out and buy a cheap one since I need it tomorrow. Again, they’ll have to schedule the pick up. UGH! I have 3 people arriving tomorrow, and the guest room has half an assembled bunk bed. Still no schedule for delivery and assembly or for pick up. No resolution of anything. A manager is supposed to call me but from I read below, I have no hope for that.
I will report them to the BBB but I also believe they need to be investigated and publicly shamed. Maybe then, the higher ups will take notice and take action against the people who are giving CF a bad reputation.
I’ll post this on as many forums as I can to in order to warm others to stay away for City Furniture.
Cooperate/Customer Complaints
City Furniture
Sawgrass at Tamarac
6701 N. Hiatus Rd.
June 09, 2019
To whom it may concern,
I am writing today to complain of the poor delivery service agreement. I purchased a twin over twin bed set for my two children on Friday, May 31, 2019. Scheduled delivery service was for June 9, 2019.
On Saturday, June 8, 2019 I received a text message indicating “Congratulation Marcos Portalatin! Your deliver is in its final stage of preparation! We will deliver to you on Sunday, June 9 between 10:00 AM and 01:00 PM. Changes to your deliver can no longer be made. Please reply ‘OK’ to use this link to track your deliver city-furniture.dispatchtrack.com/schedule-sms/show/city-furniture/peuljyfvx/.” I also received a link in my email to confirm delivery for Sunday, June 09, 2019 which I confirmed delivery both ways by text and email.
On Sunday, June 09, 2019 at 12:50 PM I made a phone call to customer service to question my delivery because normally I would receive a call 2 hours prior to delivery indicating the scheduled delivery is still on schedule. Because I was 10 min away from my 3 hour window of delivery I started to get concerned. After speaking with a representative (Armando) I was told the driver indicated he made contact with me and I canceled the delivery. This is when the frustration began. The customer service agent put me on hold to investigate further because I indicated no one made contact with me as this is why I was calling customer service to see what was going on. After several minutes on hold throughout the investigation the call dropped.
I called back and spoke to another representative to only explain myself once again and to speak with Armando. She indicated he was on a call investigating my issue and she was going see what she could do. She then told me the same thing that the driver made contact with me and I told him to cancel the delivery. This representative when into a little deeper investigation asking me what phone number was “” as this was the number the driver made contact with me. I explained to her this was my work number which no one was at work today to answer that number so it was impossible to reach me at that number. Also, I explained to her that when I made the purchase of the bunk bed this number was removed from my contact list because no one would be able to answer this number for deliver purposes. This is when I asked to speak to her supervisor because 1 hour later I explained myself twice and the information the driver provided was a complete lie.
I then spoke with Sasha which again I had to explain my situation again. Sasha told me the same thing the last representative told me. She also told me there is nothing we can do today as for a delivery and the next delivery available would be Wednesday, June 12, 2019. At this point I am now completely frustrated not only with the lies the driver indicated, but I would not be able to get the furniture I purchased. As I was speaking to Sasha about why the driver cannot bring me the furniture on their last route since the error was on City Furniture’s logistics department and if I would be entitled to a delivery reimbursement the phone hung up once again.
Once again, I called back customer service and spoke to a different representative. Once again I had to explain myself and now I was completely frustrated. I asked the representative to view the notes and if I could speak with a supervisor because I was speaking with Sasha and the phone got disconnected. She did not want to forward me to a supervisor and asked me to explain her my situation. I told her the notes indicated what the issue was that it is frustrating repeating myself over and over. She asked me to hold so she could review the notes. When she returned on the phone, she told me that Sasha scheduled me for a delivery on Wednesday, June 12, 2019 and would not charge me for restocking fees. This schedule and agreement was scheduled without an agreement.
This situation has made me dislike the logistical operations of the business and a very dissatisfied customer. I scheduled the delivery 1 week and ½ in advance so I could make arrangements to be at the house and make room for the installation process. Not only did I waste my day/time waiting on this delivery, but I also discarded the beds my children were sleeping on early in the morning to make this room to get the delivery. What really irritates me the most is that the driver lied about making contact with me! I believe the driver tried the “” number and no one answered because the business was closed. Instead of attempting the second number “” on the invoice, which I set up as my main number with the sales representative the driver canceled the order on his/her own.
5 hours later after all the phone calls and frustration, I ended up wasting my time and gas again driving up to the store to pick up and purchase only the mattresses so my 2 children could have a mattress to sleep on. If I had the time to purchase another mattress from somewhere else I would have. I have purchased several items over the last 5 years and have been a loyal customer.
Due to the lies of the driver, this company does not deserve my money. My impression of City Furniture has been tarnished. I canceled my purchase of the bed set because of the frustration, headache, and situation I encountered on this day. I trust this is not the way City Furniture wishes to conduct business with valued customers. I hope that my situation gets fully investigated and the driver who made this lie gets reprimanded. There should be some type of phone call log list and recording of that phone call similar to all customer service calls that would allow this investigation to be easier and determine true root cause. The failure of your employee to deliver your product as expected and lie about making contact with the customer is unacceptable. I look forward to hearing from your in regards to this situation
Thank you,
Marcos Portalatin
I was at city furniture memorial day placed a deposit down with Andrew went back last night 6/6/2019 to get a few things in order, and we made an additional purchase of a mattress, We were told that we would get everything by July 16th only to get a call 24hrs later stating that we would get certain pieces by July 23rd which isn’t acceptable. Vivian called me during dinner to give me more stress / added problem and no solutions.That is not the way to treat a customer. I then spoke with Josh at the Fort myers location who was also no help and blindly transferred my call only yo have me waiting on hold. This is NO WAY TO TREAT A BUYING CUSTOMER. Im utterly disgusting by the actions of these employees. If corporate doesn’t call me I WILL CANCEL MY WHOLE ORDER AND GO TO HAVERTY FURNITURE. AFTER READING ALL THESE TERRIBLE REVIEWS IM DISGUSTED.
I was at city furniture memorial day placed a deposit down with Andrew went back last night 6/6/2019 to get a few things in order, and we made an additional purchase of a mattress, We were told that we would get everything by July 16th only to get a call 24hrs later stating that we would get certain pieces by July 23rd which isn’t acceptable. Vivian called me during dinner to give me more stress / added problem and no solutions.That is not the way to treat a customer. I then spoke with Josh at the Fort myers location who was also no help and blindly transferred my call only yo have me waiting on hold. This is NO WAY TO TREAT A BUYING CUSTOMER. Im utterly disgusting by the actions of these employees.
Good morning:
I am very upset regarding the chain of events that took place with regards to a purchase that took place 4/14/19. My wife and I saw the perfect bed. We had a sales rep Margaret Rivera take the order, but told us the storage draws were on back order and would not be In Until 5/8/19.( My daughter and her husband were gifting this to us for our Anniversary so they put it on the charge card.)
We told Ms Rivera that we wanted everything to come together, so we pushed the delivery date out until 5/18/19, I wanted to coordinate the mattress delivery with the bed delivery.
NOW for Major screw up:
1) We had the bed delivered (we got rid if our old bed the day before) but no storage draws. Asked the delivery guys where the were ,said back order will not be in until 6/6/19 then delivered to us 6/8/19. UNACCEPTABLE. But had no choice.
2) WE order a “SLEEP NUMBER BED” that was coming the following day. Upon delivery, the installers said we might have a problem, due to the fact they understood the bed would have been fully assembled. Again, it took me a while to get these deliveries coordinated.
3) Now I called your customer service. They apologized and credited back delivery and assembly charges.
Now because your company did not give us a complete order, we had to make an additional purchase of a BUNKY BOARD, $75.00 and we now have to wait and additional 3 weeks for the rest of the bed to come, UNFAIR.
When I was going through my invoice I notice NO WHERE on this receipt is mine or my daughter or son-in-law signature appear. How dare your sales person sign my name on this invoice not once but twice and I don’t know who signed the 3rd page. So I guess legally we are not responsible for payment.
I went into your Tamarac office spoke to Brandon Robert’s who took all info above down. I resented the fact he told us we could get a refund if not satisfied. Nice answer seeing then we would have NO BED.
Your sales person lied about full delivery, she signed legal documents, and except for a tiny refund which we had to use for the BUNKY BOARD, AND ADD ADDITIONAL $ we are completely horrified and disgusted with your customer service.
You will not be getting a good review from me. We deliberately postponed delivery due to back order that we were told about in April, but we still need to wait another 3 weeks. WRONG WRONG WRONG.
If you need to confirm.
INVOICE # 591442
DATE. 4/14/19
SALES REP. MARGARET RIVERA
I guess your sales people will say anything to get the commission. SAD??
YOU CAN CONTACT ME EITHER BY EMAIL.
morris1979@ bellsouth.net
954-299-XXXX.
Michael Morris
Dissatisfied Customer.
My husband and I were good customers of City Furniture for many years. I always recommend City to my friends. We purchased a sectional sofa & coffee table on 6/11/17. We also purchased a 3 yr extended warranty for $250. The finish has been coming off the coffee table leaving white spots on it. Customer care sent someone out to look at it on Sat 4/6/19. Today I called customer care to see what they were going to do to repair it. They said there is nothing they can do. I asked to speak with a supervisor. Ivan called me back. He talked so fast it was very difficult to understand him & he was very rude. Why you have supervisor in customer service who can not communicate properly is beyond me. He said It is not a manufacturer defect & that I must have spilled something on it. All they will do is give me a 30% discount for another table until next week. I did not spill anything on it, (but even if I did, we were told when we purchased the warranty that it would cover spills). That is not acceptable. THIS IS A MANUFACTURER’S DEFECT. If the finish was applied so thinly in the manufacturing process that it comes off in the first 2 years, you should not be selling such an inferior product. At least you should stand behind it. However, when a customers pays $250 for a 3 yr warranty, you would think City would honor the warranty. The warranty says it would be repaired or replaced. I EXPECT CITY TO HONOR THAT. Or are you selling a sham warranty policy??? A 30% discount on another table IS NOT ACCEPTABLE. If this is not repaired or replaced, I will never buy anything in City Furniture or it’s sister stores ever again.
March 24, 2019, we went to City Furniture to purchase a sofa and cocktail glass table. Our sales rep was Christopher Interiano, he was professional, personable up until we started to go over the order. Everything was fine the order went through(after he tried 4 times to write the order right) he finally got it. We were assured that Saturday, March 30 the furniture was going to be delivered between 9am-5pm. Today, Saturday March 30, i tried tracking the order and was not found. I called the store and spoke with Christopher to find out the status of the order and he had the audacity to tell me that the furniture was not being delivered until Tuesday, April 2, because the furniture was not loaded onto the truck. not only that but also he found out as we were speaking that we had ordered to sofa right chase and were not making it any more, so therefore it has to be to the left, which we didn’t want to begin with and told him several times. I had bought furniture before from City Furniture and i was very pleased with their service – i dealth with a sales rep name Millie and she was amazing. Unfortunately i was told she wasn’t working the day that we went. I’m cancelling my order as i have no further desire to do business with City Furniture. City Furniture needs to train their sales staff to be more proactive, and to have the common sense of checking their sales to confirm every order before their delivery. Customer satisfaction, NONE- Not Happy at all
Worst customer service ever. Do not purchase anything from here. I bought a couch in September of 2018 and they shipped the wrong couch twice and pursuant to the refund agreement received a refund. Still have not received the refund 6 months later. Have called customer service no less than 50 times. Responses have ranged from being laughed at to being told they have to look into it and would call me back. They never call back and they still have not refunded my money.
Purchased a chair and ottoman at the Pembroke Pines location over the weekend and had them delivered today. The whole experience, from the sales associate to the delivery guys, was excellent ! I was called the night before confirming, given a three hour window the day of delivery and got a call from the driver when he was 15 minutes out.
Very professional !!
I have never had such poor current service. They have been delivering for 38 days !!! All damaged customer care then tells you all sales are final. Do not order from city furniture !!!!!
I purchased 2 chairs from City furniture at the Grand opening in Orlando last week, they were to be delivered Tuesday 11/20/18. Last week Tuesday 11/20/18 I called customer service to get an approximate delivery time and that’s when I was adviced they were not delivering that day. Customer service for City is horrible, they think that they offer you $75.00 and that makes it all well, I was so frustrated with the girl repeating the offer that I hung up , called back and asked for a supervisor, she was actually worse, customer service is anot a strenght of CF. I than asked for the general managers name, I called him and left a message , it is a week later still no call or chairs. I than called my sales rep. Sierra, who promised to look into it and get back to me , Not one word 1 week later, I am not impressed. Sierra, I have not heard from any of you, and it has been 7 days.
Not impressed with City Furniture Orlando.
I am so fed up with this company! City Furniture is the absolute worst! We spent over $10,000 furnishing our new home, in addition to what we spent at Rooms To Go. Well, I wish that we purchased ALL of it from Rooms To Go, because their delivery came without any problems! We ordered bedroom set, sectional, bar chairs, center table, dinning tables, and other pieces, most of which came piece mail, from City Furniture.
We were told that EVERYTHING was to be delivered on 11/09/18. It wasn’t. We had another delivery on 11/17/18, and we still do not have our complete order. Today I am told that we should have it by 12/11/18. We Shall see if they actually deliver on this as they have not done so thus far.
On top of dealing with this headache, their delivery personnel lack customer service, leaving a mess on the lawn and delivered chairs without the level pieces on some of them. When we addressed this with them, their response was “call customer service.” So I did. The supervisor was poor and rude, but will be sending the level support in the mail. Supposedly.
this whole affair has been a nightmare! this company has poor customer service all around. From the store personnel to the customer service representatives! I have purchased so many items from them over the years without incident, but this time I guess I wasn’t as fortunate. I do not plan to do business with City Furniture again. Just have to purchase from Haverty’s EL Dorado, and Rooms To Go in future!
I having been waiting on a refund for 4 months now. City Furniture had me fill out paperwork twice and I still have not heard anything. Every time I call I always get a different answer. I wish I would not have not dealt with City Furniture at all from reading the reviews this store is something else. Customer Service is piss poor, no one will answer your questions, seems as if nobody cares. I have to take things into my own hands I see that now. I should have researched the store before I will research next time I buy from a furniture store but this is the first time I ever had any problems out of a furniture store. They are always telling me that the accounting department needs to cut a check, Ok if the accounting department needs to cut check who is stopping them because I have not received anything. This has been going for at least 4 months. I just want to be paid
I had the worst service, twice they have fail to deliver a couch..i try to escalate the call they refused,Their CEo does not take call, managers do not return calls..customer service has no power and they are poorly train.. they are horrendous in service..do not order anything from them..the worst company i have deal with it..no Knowledge of what the word responsibility means or accountability..typical Miami bad service..stay away from them
Daniel Rodriguez
Invoice 699615
Miami 33157
305440XXXXX
My problem is the couch was never installed correctly also the tech said he would get it fixed never did. One of the workers of citi furniture was on his phone the entire time which i find unprofessional. Also the tech used a hammer and used MY tools to fix the couch which they couldn’t do now the couch is not attached correctly. Also multiple spots where the couch is dented and never took form and the recliner has sunken down to where when I sit I feel the bottom of the couch. We are completely unsatisfied with this purchase and also the broken promises!
On our July 21st delivery of a Zephyr Light Tone Gentlemen’s Chest, while attempting to carry the item up our Town House stairs to the second floor, the deliverymen lost control of the item, which fell on our stairs, with a loud crack, and damaged and loosened (2) of the stair risers. I immediately began making comments to the deliverymen about the occurrence, and one of the deliverymen said that they still had other heavy items to move in, and asked if we wanted them to cease the delivery at that point, to which I replied something like “No, but I don’t want you to tear up our house either”. The delivery concluded, and after calling on August 13th to set up delivery of our remaining items, I also tried to get some resolution of the damage from the previous delivery, when I was told by both the customer service representative, and her supervisor Sasha that they would not be able to assist me with making a claim, because the deliverymen had called during the delivery to report that the stairs were damaged prior to delivery. This is a bold faced lie. There was no damage on the stairs prior to this delivery, as I, my wife, and her son can attest to, because we all witnessed the damage when it occurred. Did the deliverymen even admit to dropping the item on the stairs, or did they lie about that as well? First of all, I find it odd that your deliverymen called to report prior damage, when we are trying to report that they are the cause of that damage, and secondly I find it disconcerting that you take their word over ours, without even looking into this any further. Perhaps the one mistake I made is not reporting it immediately, but I didn’t know that it would be an issue, as we had made a large purchase from your store, and still had back-ordered items remaining to be delivered. At this point I’m a very disappointed at your customer service decisions, and am hoping that you will do the right thing, and reconsider your decision to dismiss our claim to repairing the damage that your deliverymen most definitely caused. I feel that for the few hundred dollars it might cost to have this damage repaired, it’s not worth losing a past and future customer, for something that I’m sure you’re insured for anyways. If not, this will be the last time you’ll ever see me in one of your stores, and I’ll make sure to spread my story to all my friends and family, and share it also on all available rating social media sites for your store as well.
My wife and I purchased a sofa and a love seat. We were told the love seat (the set that was front and center on display in the store and on line, was on back order and we COULD NOT buy the floor sample. We ordered anyway because it’s what she really wanted, and after all it “would be in within 6 weeks”. We went home and decided to cancel the order and not take a chance on different color die lots when the love seat came in, because we were taking the sofa now. Well its been 4 weeks and I’ve been told by “Customer Care”(REALLY, CUSTOMER CARE?) that the “check was in the mail” (where have we heard that before) and should arrive 7-10 business days. Today was day 10, (but day 28 since they have had my money) and NO check. I called customer care and spoke to Sasha and she said the check would take 10 days to 2 weeks, what happened to the 7-10 days that I was told by customer care? I also mentioned how about if I show up with a few of my friends and hold up signs in front of the store, Sasha said she would have me arrested. I WONT BE BACK!
w
I purchased dining room set, living room and coffee table on 04/02/2018 not only I’m still waiting on a part for the dining table that is still missing I’ve had my sofa replace twice and waiting on a third replacement at the moment when I call to complain about this I was told that they can give me a $200 credit to get something at the store I’ll keep the broken furniture now we are in June not only that I have a broken sofa my dining table leaf cannot close because it’s missing a part when I did my first initial review I was contacted and saying that I need to email Kate at cityfurniture.com which I did and this was two days after I posted my initial review on the 2nd of April we are in June and I have not heard from City Furniture nor have I heard from Kate after spending over $4,000 and Furniture this is not what I expected a broken sofa twice waiting on the third replacement a part for my dining table that I haven’t got the first delivery guy said to me oh no that’s the way it’s supposed to be….. I’m disgusted I ask to have the living room set remove and I choose something else, that’s not an option. I will never buy anything at CITY FURNITURE AND I WILL POST MY REVIEW ON EVERY SITE.
I supposed have 120.00 in home service certificate for purchase. Because I did not use the three years warranty to repair the sofa I bought. I did not receive the certificate and I called the customer service last Friday. The representative could not do anything, I requested to talk to the manager who named Ariadne. She was also not professional at all. My answer from her was can not help. She said the system showed they already mailed out in March. I think it does not make sense. She said she mailed out , but I didn’t receive it. The first I didn’t know she really mailed out or not because no prove. The second even it really mailed out, if the customer did not receive it, and she has to write something to me to prove I have the certificate at least. I feel she does not care at all. She is not going to anything. I did not receive it was not her business. What kind of customer service is this? I tried to call the corporation office to complain but they transferred me back to customer service. It was so frustrated and bad experience. Bad customer service and unprofessional manager.
Having sent three emails to Keith Koenig, President to no avail, I followed my issues by US Mail directly to the president. It has been three plus months without a response from Mr. Koenig nor any member of the firm. Either a reply from him or a responsible individual who can make decisions, I will pursue this situation in another direction. We deserve results.
Dam please send me Keith’s email address
Mr. Koenig, I purchased an entire leather living room set, and a dining room set. Paid cash in full and paid for the extended in-home delivery service and have had the worst treatment for warranty on the living room set, it has been exchanged for another which came bent as well. Just like the original set. Now they ordered a mechanism part, had to wait for it to be shipped and installed, then find out that the other side is bent as well, due to the carelessness of YOUR delivery drivers who strap the furniture too tight and cause the bend in the mechanisms. NOW the tech states we need to wait ANOTHER 8-12 weeks for the other mechanism to ship and be installed. I have had this set for a little over a year and have had nothing but issues with the set. The warranty will be over and I will still be having issues with it. YOUR customer service SUCKS. THAT IS NOT “CUSTOMER SERVICE” WHAT YOU OFFER, IT IS CALLED SARCASM AND NOT GIVING A SHOT ABOUT SOMEONE ELSES PROBLEM OR MONEY SPENT AT YOUR STORES. I will be in touch with help me Howard from Chanel 7 news and any other news team who will air your services for all of South Florida customers to see how City Furniture treats their loyal customers whom pay your salary.
Looks like a lot of people have issues with city furniture
I wish i would have read them before i ever put my foot in that place
Purchased sectional which came 2 different times and they don’t match
For all that money i expect a better product
I called several times to no avail
I was promised 100$ for being late, i didnt evn get that.the truth is that the store is lying all the time, they don’t stand behind their product because they know they won’t take it back.
The worst of the worst and you can complain till doomsday and they woild not care
Most important the almighty dollar
Sectional came 2 separate times and don’t match, pillows are flimsy, the couch itself is 2 different materials and even the hooks don’t come together
City furniture, high end junk and the public should be informed that they don’t take furniture back
On 3/20/18 I purchased a sectional in the city furniture Wellington store. The couch was backordered and hoped to be in by 3/29. The right sectional piece was in but I didn’t want to have it delivered since it was incomplete. Backstory- in 2003 we purchased a sectional from city furniture Lantana store. After months of delays we cancelled the order. On this present order The salesperson, Elizabeth, told me to accept partial delivery or my order will go to the bottom of the list. So I accept right sectional on 4 /14/18 and was told the left piece would be in probably in a week. On 4/21 Elizabeth called and said the manufacture discontinued the sectional she offered the light gray sectional instead of the dark gray. She would call me back Monday when the one person she needed to speak with would be in. I stated I would accept the floor model. By 4 pm Monday I hadn’t received a call so I called Elizabeth. She said the one person wouldn’t be in until Tuesday. I asked to speak to a manager and was told she was in a meeting. In 1/2 hr Jordan (mgr) called back and said she would look into it and Either she or Elizabeth would call me back Tuesday. By 3 pm Tuesday I hadn’t received a call so I called and spoke to Chris ( gen mgr) and he stated Jordan gone for the day. I explained my problem as well as I had gotten rid of my old couch after partial delivery 4/14 and I had company coming may 1. I would like the floor model. He said he would call me back. Within the hour he did call back and said they couldn’t sell the light grey sectional floor model as it had not been discontinued but a new shipment was due in may 10. That is 9 days after guests coming. I asked him why I should believe I would get a light grey sectional 5/10 when I have been told for weeks the dark grey sectional was coming. Bottom line he offered may 10, come on and pick out a new couch or return my money. His hands were tied on floor model. I wonder if Keith Koenig hands would be tied. My big mistake was giving city furniture a second chance. I am not confident of may 10. Why should I be. And since I got rid of my old couch I will be couchless in a week before guests coming. And no one seems to care. Elizabeth also called last night to tell me the same info Chris did and said “she Is also so upset by all of this. Terrible it happened to me twice”. Fortunately she has a couch I don’t. I can’t believe they won’t make an exception and sell me the floor model. After all if the delivery is truly coming in may 10 they could get a new floor model then. Guess they aren’t confident about delivery either.
In the Store the service was great, after you leave their delivery services is the worst.
Never Again!!!!! and I’m still waiting
My building is very strict and they keep scheduling after the time allowed! You would think they would try to be more accommodating after they never showed, horrible customer service!!
Today on the 2nd attempt the driver said he won’t make it and he does not understand why they would schedule again at the later time slot.
Not happy at all!!!!!
Yesterday, April 9, my couch was delivered. While trying to get the couch through my screen door the latch to the door was broken. The delivery guys who are referred to as “techs” by Ashley/City Furniture tried to tell me the latch was loose and they did not break it even though the pieces were on the floor. Ashley will do nothing to fix my door because they interviewed their techs and they said they did not break it. Also because I did not call Ashley while they were here they will not do anything even though I called immediately after I realized that they left. Their techs left and never put my couch where I wanted it. I have spoken to five different people all say exactly the same, they wont do anything. So much for customer service. It is apparent by other comments on this site, this is how they normally deal with issues. Will not be doing business with them again. Will be filing a complaint with BBB. I was not aware of their bad customer service before this, was shocked at their responses.
received delivery of my bedroom set the first week of febuary one of the lamps was damaged. called city furniture the next day to report the problem and was told than that new lamp would be delivered the next week. well guess what its april 7th and no lamp yet. now they say maybe on april 19. horrible service
My order came incorrect and when trying to resolve it, the customer service representative was very unprofessional and rude, laughed at my husband and dismissed him. My husband went in and complained, requesting to cancel the order and get a refund. We were refunded the portion that was paid from the credit card but still have not received the check reimbursing us for the $1000.00 cash that we gave them when we placed our order and have had nothing but the run around when trying to resolve this. It has been over a month and still have not received a check. They stated they sent a check out in November but we informed them we never received anything. Numerous calls and still no resolution. This has been the most frustrating experience and the worst customer service I have ever received.
Good Evening,
I received a delivery on 12/18 for 2 accent chairs I bought from you at City Furniture. When I sat in one of the chairs at home for over 20 minutes I found the chair to be very uncomfortable to sit in. When I was at the store with my daughter we both sat in the chairs for a of couple minutes and thought they were comfortable. I am now regretting that I bought these chairs. I did not know I was going to feel this way once I sat in the chairs for a longer period of time once I had the chairs at home.
Is there anything we can do? I will return them myself, pay a stocking fee, purchase other chairs at your store. I really do not want to get stuck with chairs I am not happy with. Please let me know if anything can be done.
Thank you
Jeff Carlson
954-806-XXXXX
I ordered a bed on November 24. I received the slats to the bed through US mail. On December 5 someone from City Furniture called to say that the bed would be delivered on Saturday December 9, 2017. When the driver came he brought three pieces of furniture into the house, i then asked him where is the bed, he delivered the ladder, and 2 dressers, He stated that the bed must be on another truck. I called until the PM trying to find out what truck the bed was on. On the last call in the evening customer service said to me that the bed is on back order or discontinued. however no one expressed this to me prior to the delivery the bed is for my daughter for Christmas. But who cares at City Furniture, your kids will get what they expected and or what you want them to have. This is poor customer service.
To cut to the chase:
Purchased a piece of furniture on line on 8/25. Out of stock, ETA October 1. Purchased anyway.
Set up delivery for 10/16.
Left several messages to customer care over last month and a half. Never received a return call. I always had to call back to verify delivery date was on schedule.
Called 10/13 to verify 10/16 delivery. Customer care stated that yes, still on schedule and that I would receive a call day before for an ETA and also the morning of as well as 20-30 minutes prior to delivery. Today is 10/16 and never received a call. I called Customer Care this morning and I was told that the piece I ordered was discontinued after I took a vacation day from work to be home for this. Customer Care Dwight said I had to call Internet sales and that he couldn’t do anything, only sorry. I pleaded for a manager and he started that I will have to call and he will send an email for internet sales to call as well. I can go on how important the piece was but does it really matter at this point. City Furniture needs to take a hard look at their customer service and get back to basics. Computers are giving you a bad reputation because no one knows how to speak to humans anymore. To feel the pain of the person involved. Its very sad. So I gave up my money for 2 months only to hear I am sorry it the computers fault.