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Business Profile

Furniture Stores

Furniture City

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/08/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Furniture City in West Hills, ** FORGED my signature on a document saying I accepted delivery!I got a call today, 12/8/2023 from ******* at SNAP finance saying they have a document showing I accepted delivery of furniture. I never even touched the delivery papers the guy had. I refused to speak to anyone on his phone when his delivery company and Furniture City tried to bully me into talking to them while refusing yo answer my calls about not accepting the sofa and clock tower. I sent text messages to the phone number used BEFORE I made the purchase and all of a sudden, they stopped replying (screenshots attached) when I asked to speak to someone and exchange the sofa for the same value.Finally the delivery guys were told I guess to return to the store. This was on Tuesday November 7 (the delivery attempt) .Most of the time the delivery guy and his boss were speaking in Spanish. (See screenshot of delivery guy with contact info on shirt)Furniture City i had a sectional sofa, a gold clock tower, that had some gold decor items on it (globe, heart, 2 vases, 2 candle stands, glasses). Pricing was $999 for the sectional and $899 for clock tower with those gold accessories. They GAVE me for free 3 flower wall decors (large black and gold trim magnolia with 2 smaller versions of it). Total was $2,220.66 including delivery. The lady at the store told me to hand carry these little items so they dont get damaged in the truck so that's why I have those in my possession.I have my ORIGINAL receipt with MY signature. Today, ******* from Snap (very kind) sent me the receipt furniture city said I signed for with is the same receipt I have but NOT MY SIGNATURE! The one for delivery is clearly forged and NEITHER are the same signature from the original copy I have.(attached)

  • Initial Complaint

    Date:09/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction 7/30/2023 I purchased 3 pieces furniture and on 8/2/2023 I wanted to cancel one piece after discovering that it would not fit in the room. I spoke to sales rep how told me it was too late to cancel the order because they already paid the manufacture. This is not true be cause he told me they already had the dresser in their store in ********. he told me there would be a a restocking fee of 25%. I told him I didn't want to pay that because they already had it in stock, the sales rep said he would talk to his manager and get back to me. I never hear back so I sent him a text the same day and told him to cancel my order because i didn't feel they were being honest. I have have not heard back nor have I received my refund. I noticed on my invoice that they state all sales are final and no refunds. I asked him about why this was not disclosed until he swiped my card and said that yes, the invoice prints after they receive payment.

  • Initial Complaint

    Date:08/15/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Business said I would get a bed I ordered within a week. It's been 3 weeks and haven't received anything. When we call the salesman **** he blocks my call . the business doesn't even know a tracking number for the bunk bed. I would like a refund if possible. Thanks.

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a buffet and two side tables/stools in spring of 2021. I cancelled the order within one week and was told I would receive a store credit. I asked for an exception and was denied. I no longer needed furniture for our ********** home so I saved the credit for another time. We sold the house in ********** in Dec 2022, and are now looking to use the credit in our new IL home we just purchased. The store has denied they can ship furniture to ** (they are only a ********** store) and they have denied a reimbursement of the credit. Our approximately $4k in money is being held by this company indefinitely with no real options of how we can use it or receive it back. The store claims they tried to contact me about the items that I cancelled, but the number wasnt correct; however, I am still using that number and called them on it to discuss this very matter so there is doubt as to whether they did, in fact, try to contact me.

  • Initial Complaint

    Date:07/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a sofa on April 16, 2023. Its been over 3 months and the sofa has still not been delivered. My partner and I have called multiple times saying that we would get a call back with the update on the furniture but it never happened. Weve expressed our frustration the 3rd and 4th time weve called and the employees said to contact the person who sold us the sofa. I sent text messages and left voicemails but no response. I then saw an ad on Instagram about furniture city so I left a message on it stating my experience. Luckily, I was able to speak to someone from a different store and he reached out to the manager. We finally received a call stating that the sofa will be delivered early this month. Its almost the end of the month. No updates, no calls back. Starting to feel like weve got scammed. My aunt planned to visit from overseas since last year so my boyfriend and I have been sleeping on the floor We were expecting to get it between the 4-8 weeks like it says on the contact but nothing. We dont know if we should get sofa from somewhere else or continue to wait. Its ridiculous. Please help.

  • Initial Complaint

    Date:03/20/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased furniture with a total cost of $24,825.75 in March 2022 in Furniture City Westhills. They are aware that the furniture being ordered will be delivered in ******** ** as we are moving there after a few months. They were ok with that as the main office is in *********** and also they have a store in ******* **. So some of the furniture was delivered approx August 2022 that was after many follow-ups/ calls and back and forth with them. The Furniture was not in the best condition it has holes, scratches, and stains. I paid for the protection plan offered by them which cost $1000. They acknowledge those conditions thru text messages ( from store manager Jad # ********** ) and He said will take care of it. Nothing happened. Parts of my furniture haven't been delivered up to now. I was passed to the *********** department, Initially, I have a contact person with the name of ***** ( # **********) I thought it was being taken good care of. And now I am being ignored. I have been calling and left so many messages and no response at all. I really do not know what to do anymore. I worked hard to afford that furniture and I feel like I don't or any customer deserves treatment like this.

  • Initial Complaint

    Date:12/20/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    8/22/22 purchase dinning set and 6 chairs from Furnitute city ******* ***** *** Items appeared ok when delivered. However after a couple of days seams on the chairs Begin to tear and the bottom of the chairs started falling off. I contact the store and they told me their policy had currently changed on returning items so I asked if they can just exchange the items nobody contacted me back from the store. I decided to go through the warranty and nobody is contacting me back through their warranty department. The chairs and table cost ******* Everything was supposed to have a warranty of 5 years. I have all original receipts if needed In emails to the warranty department also phone records trying to contact the store to get help.
    ******* **********

  • Initial Complaint

    Date:10/31/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 26, 2022, I ordered 2 identical twin mattresses - product number MXXXXX. After some delay, Furniture City delivered 2 twin mattresses around 10:30 pm on July 6, 2022 which were vacuum sealed. Upon unpacking them, my husband and I mentioned that the mattresses were softer than the ones ordered, but ******** at Furniture City said they'd harden after a few days. 2 days later, I noticed that the product number on the mattresses delivered was different than the ones I'd ordered: MXXXXX. Immediately, I called the store to inform them of the store's error. I came in the next day where I spoke to ***** who said that he did not have the authority to issue a refund and that the store's owner, ***** would be in touch. **** never called.

    After multiple additional attempts to have the correct mattresses delivered and for the store rectify its error, I finally initiated an investigation with my credit card company in an attempt to reverse the charges. The company was willing to reverse the charges, but Furniture City's bank refused to issue the refund.

    Furniture City attempts to defend its position that all sales are final, that these were a "special order," and that I "accepted" the delivery by signing the invoice. However, all of these excuses are inapplicable in this case. Under CA law, merely signing a delivery receipt does not constitute legal acceptance. Moreover, these mattresses were not special order - I was told by the store that the mattresses ordered were available in the warehouse, so why the delay in the initial delivery or in simply replacing the mattresses with the correct ones? Finally, an "all sales are final" policy which forces a customer to accept wrong products delivered is simply ludicrous and illegal. I should not be forced to accept and pay for mattresses that I did not order. Many other consumers have had similar stories as seen here on BBB and on Furniture City's Yelp page. They engage in bad business practices and must be stopped.

Furniture City is NOT a BBB Accredited Business.

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