Complaints

This profile includes complaints for CITY Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  CITY Furniture, Inc.

  9255 S Dixie Hwy Miami, FL 33156-2929

  
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  CITY Furniture, Inc.

  1450 NW 117th Place Doral, FL 33182

  
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  CITY Furniture, Inc.

  15451 Sheridan St Davie, FL 33331

  
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  CITY Furniture, Inc.

  9951 Interstate Commerce Dr Fort Myers, FL 33913

  

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.

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made a purchase in may 2023 in store and the employee, they no longer work there, pushed getting the in home service warrenty of 3 yrs. I told them I didnt want to spend more on it and they told me if it was about the money then no worries, I could get a refund on it if i never use it. I was like okay. Fast forward some time, I asked about getting my refund and was told, the longer i waited the more money id get back because if i never used it, it would all be pro rated. I waited some more and recently went to the online chat support and asked about getting my refund. The *** told me no they dont offer refunds. I took a screen shot from the website and he said "never heard of that." He told me to go talk to my original salesman. Well he no longer works there and the people in store told me they cant do it in store but they can send an email for me no problem. They were all super nice, told me I wouldnt be getting my full refund because it hasnt been the full 3 years but id get my 2 years back which was like 50 dollars back. I was like okay lets do it. A few days later i get a call from someone asking to verify my address for the check. When she told me the amount i told her thats not right and it needs to be fixed because it was for barely one years worth of a refund. She said oh im sorry let me check on this for you and i'll call you right back. She never called back and instead cut the check and mailed it to me. When I called support back they told me multiple times sorry, we can't do anything and the store told you the wrong info. They said the girl who called originally would call me back to fix it and she has yet to call me back even after multiple calls back to support to ask what can be done about this. At this point im appalled by the lack of comunication between the brick and motor store and the internet department and request my full warrenty refund. I would have never bought it if it wasnt for the sales associate assuring me id easily get my refund.

  

  Business Response

  Date: 07/26/2025

  We sincerely apologize for the misunderstanding and the frustration this experience has caused the customer.
  After thoroughly reviewing the customers account and refund request, we confirmed that the customer purchased the *************** (IHS) warranty for $71.99, and the customer's ******************** was delivered on June 2, 2023. The request to cancel the *** was received on July 4, 2025, which is over two years after the delivery date.
  Per the terms stated on our website regarding cancellations:
  "In the event that you cancel this service program, you shall receive a refund equal to 90% of the unearned pro rata premium less any claims that have been paid, or less the cost of repairs made on behalf of the warranty holder."
  Additionally, the policy states:
  "As a bonus, if a claim is not made during the 1-year or 3-year term, CITY Furniture will reimburse the full amount as an in-store gift certificate."
  Since the service was cancelled before the full 3-year term and after more than two years of coverage had been provided, your refund was calculated based on the unused portion of the plan. This prorated refund amounted to $21.19 (including tax), which aligns with our policy.
  We understand the customer were previously informed that a larger refund may be due, and we regret any conflicting information the customer received from our store or support teams. Please know weve shared this feedback internally so we can work on improving communication and training across all departments.
  While we are unable to issue a full refund at this point due to the prorated policy terms, we value the customer business and want to ensure the customer's concerns are addressed properly.

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23655409
  
  I am rejecting this response because: after reaching out in store a while I was told to wait before I asked for a refund because the longer I waited the more of my refund I would receive. That was about a year ago or so. So when I asked about my refund recently and was told id be getting around 50$ back i said okay, let's do it. So when the accounting department called to tell me the amount of 20$ i told her that's not correct and she said okay ill call you back after I look into this. She never called back and instead cut the check anyway even though I told her no. How is your company allowed to do things without full customer consent. If your stores are telling customers one thing just to talk them into spending more money, you should honor what was agreed upon and then make things clearer for future customers.
  
  Sincerely,
  
  Madison 

  

  Business Response

  Date: 07/27/2025

  At City Furniture, we strive to be clear and transparent with all of our policies and procedures. These terms are readily available to customers at the time of purchase and can also be found on our website for reference at any time.
  In this case, the customer purchased a ****** *************** (IHS) Policy for $71.99. Their furniture was delivered on June 2, 2023. The request to cancel the *** policy was received on July 4, 2025more than two years after the delivery date.
  As stated in our terms regarding cancellations:
  If you cancel this service program, you shall receive a refund equal to 90% of the unearned pro rata premium less any claims that have been paid, or less the cost of repairs made on behalf of the warranty holder.
  While these refunds are typically issued as a gift certificate, in this case, we made an exception and mailed a check to the customer for the prorated amount of $21.19 (including tax). This refund aligns with our stated policy based on the time elapsed and the remaining value of the service plan.
  No further refund will be issued, as this resolution is in accordance with the clearly disclosed and agreed-upon terms.
  

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23655409
  
  I am rejecting this response because: while I understand what your policy states. I was told multiple times at the brick and mortar store something completely different. I would not have purchased the warranty at all if the Associate didnt explicitly tell me a refund was no issue at any time. The second time I asked about it I was told the longer I waited the more of my money I would get back. The third time I was told I would get back the 2 unused years because I never made a claim. The last time I was able to communicate with your accounting person and told her no she did so anyway. It is on record on your recorded phones lines and was acknowledged by your escalation team. I request the refund I was promised would be no issue. I agreed to the partial refund of 2 years worth. Which would be  around 50$. It is very misleading to cut a check without customer consent and to give no regards to what the customer was promised.
  
  Sincerely,
  
  Madison 

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 sectional on 11/24/24 for $6449.05. Delivered on 12/31/24 defective. Got a new order number for the exchange ****** and was informed the pieces were on backorder. Delivered on 4/23/25 however 4 new pieces did not match the previous 2 pieces exactly as they were from different batches and different manufacturers. Approximately 6 times the morning of delivery stating that they had to cancel my delivery because they discovered defects. Called customer service and I was approved for an exchange. Went on 05/25/25 to the Ocoee store and spoke to manager **** and sales representative ******. Selected Atlas. Told it was in stock. Scheduled for 06/07/25. Reviewing my order details realized that what was scheduled was different from what was advertised. They were giving me an armless chair although I paid for a reclining armless chair. I was told by ****** it was an error on the website and they emailed marketing to have it fixed. By the way the website still reads the same today as it did then. Delivery morning 6/7/25 once again I get a call from the warehouse saying they discovered defects and had to cancel. Got the delivery on July 4th 2025 and its only 6 pieces instead of 7. I reached out to ****** same day and told her that 1 piece (armless reclining chair) did not get delivered and I no longer wanted it and to just refund me. She said ok I will get a credit back on my card for $539.24 (the difference I paid at the store) and a check in the mail for $380 to complete the cost of the armless reclining chair. I have all the text messages. I got the $539.24 refund credit to my card. I reached out to ****** by text on 7/19/25 to ask the time frame for the check since I have not received it yet and she has not responded. I called the store on 7/24/25 and asked for her or **** and was told after being placed on hold that they were both in a meeting. I left a message and no return call. I also sent ****** an email and no response. Give me my money back!

  

  Business Response

  Date: 07/29/2025

  We sincerely apologize for the inconvenience the customer has experienced. Upon review with our Accounting team, we can confirm that a refund of $380.79 from invoice #*****/23 was successfully processed back to the Synchrony account used for the original purchase (invoice #******/23).
  Please note that refunds issued by check (for debit or cash payments) typically take 1014 business days to process, excluding weekends and holidays.
  For your reference, the Synchrony refund confirmation document is attached.
  If you need any further assistance, please feel free to call us directly and provide your name and a contact number where you can be reached. We will be happy to assist you.

   

  
  

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The furniture sold is extremely poor quality. Do NOT purchase, but if you do, do NOT PURCHASE A WARRANTY. City Furniture's warranties are a scam. The sales **** stated that the warranty covered everything and anything, "all you do is file a claim and the couch gets replaced no questions asked."The company has a clause that allows them to state "normal wear and tear" for declining claims. I purchased a couch for around $3k. After two years, the foam has separated from the wood on the recliners (so your legs are directly on wood if you recline). Also, parts of the couch started to fall in. The representative that came out to take pictures and evaluate stated that there was obvious damage and that he would be out to fix it once the parts were ordered etc. Well, when I got a call from City, they stated all of this was from "normal use" which completely contradicted their own representative.****** ******* (sp?) was the last manager I spoke with. She was zero help, rude, and admitted that the couch would fall apart after two years due to "normal wear and tear." Complete TRASH product, and management who stands by it. I asked for a pro-rated refund of the warranty, which ****** agreed to send me, and......shocker, I never received the refund.

  

  Business Response

  Date: 07/23/2025

  We regret that the customer did not have the experience we strive to provide for all our customers. At **********************, we are committed to clear and transparent communication regarding our policies and procedures.
  A certified repair specialist visited the customers home on June 25, 2025, to assess their concerns. The technician observed pilling on the seat cushions and some compression consistent with normal wear and tear.
  Wed like to clarify that pilling is a common occurrence with many upholstery fabrics and is typically caused by friction from everyday usesuch as sitting, movement, or cleaningwhich causes fibers to rub together and form small *****, or pills, on the surface. This condition is not considered a manufacturer defect and is therefore not covered under the warranty. We recommend using a fabric ****** or pill remover, which can help restore the fabrics appearance without causing damage.
  Per our service policy, the in-home service plan covers manufacturer defects in workmanship or materials. As a gesture of goodwill, the customer was offered a 20% discount toward a replacement item along with free premium delivery. This offer is still available and cannot be combined with other promotions.
  Additionally, at the customers request, a prorated refund of $58.80 for the remainder of the in-home service plan has been submitted to our accounting department for processing.
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23630611
  
  I am rejecting this response because:
  

  The response is a clear deflection of the main issue, the recliners.  The assembly and structure of the recliners is faulty.  As seen in the response, the only issue addressed is the pilling of the fabric.   I understand that pilling occurs, however this sofa is about 2.5 years old.  My last sofa, (not purchased through City Furniture), lasted almost ten years with very little pilling.  After 2.5 years, and under warranty, this should not be considered normal.
  It is laughable that the solution offered was to have me purchase another item from City Furniture with a 20% discount.  I will never purchase another item from this company, and I will advise all the people that I know, or hear of having interest in City Furniture, of my experience.
  The refund has now been issued, but only after I filed a complaint.  This is another example of the lack of follow through, and poor customer service offered by this company.
  Here is a quote from the service report: The left recliner footrest cushion detached from the recliner and bunches up when closed. The inside recliner has also sunk in about 6 inches.  (This is considered normal by this company and there are two recliners in this condition, not one)

   

   

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/25/2025

  According to the technicians report, the issues observed with the *** loveseatincluding the sinking of the two seat cushions and the wedgewere determined to be the result of normal wear and tear, along with some noted pet damage. Unfortunately, pet-related damage is not covered under the manufacturers warranty, and wear and tear over time is also excluded from coverage.
  For this reason, we extended an offer of a percentage off the original purchase price toward a new replacement, along with complimentary premium delivery, as a goodwill gesture outside of warranty terms.
  We understand this may not be the resolution you were hoping for, but we do hope this offer helps in moving forward. 

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23630611
  
  I am rejecting this response because:

  The response is again notating that this is normal.  The company is admitting that the product falls apart after around 2 years.  This is not acceptable and should be covered under the warranty that was purchased.  There is no "Pet Damage" (surprisingly enough, my dogs can't operate a recliner).    The materials separated due to poor quality and poor manufacturing.    

  The warranty is a scam and has also been reported as a scam.  If City Furniture replaces or repairs the recliners in question, then the complaint can be resolved.  Otherwise, the complaint will not be closed.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hello My name is ***** ******.I purchased a box spring from City Furniture and the salesperson ****** ********** assured me that I would not have to assemble anything that the box spring was already coming assembled.He even had me wait at the store for 5 minutes while he confirmed with the manager on duty that yes the box spring I was purchasing was already ************ was finally delivered today and it is NOT an assembled item.I am not happy. I spent almost $200 on this item.I have purchased many things from City Furniture and usually things are fine.But in this case it is not.Can someone please call me about this aap.Thanks ***** ****** ************** *********************** ********************************************

  Customer Answer

  Date: 07/17/2025

  City Furniture contacted me to schedule a technician to put the box spring together. This appointment was set for 7/17/25. However, the technician contacted me via text message on 7/16/25 at 5pm est stating he needed to cancel my appointment to put the box spring together because his car broke down.

  I have had it with City Furniture as this whole situation has become a disaster. This is not customer service, I did not get what I paid for which was a box spring that was already assembled by the manufacturer and now City Furniture has failed to meet the standard of service. They are giving every excuse to NOT refund my money. I want a refund for this bad experience.

  

  Business Response

  Date: 07/17/2025

  Thank you for reaching out, and were very sorry for the confusion regarding the customers box spring. We understand how frustrating this is and appreciate the customers continued support as a valued customer.
  To clarify, Threshold Delivery includes bringing the item just inside the front door or to the lobby/first floor of a building. Assembly is not included with this delivery service.
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23610788
  
  I am rejecting this response because:

  This was shipped to me on last Friday. ****** ********** is the Salesmen at the *************. He assured me this item would be shipped to me already assembled. But it was not. They gave me misinformation about the box spring. I will contact an attorney if I do not get some assistance or a refund. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/18/2025

  We are deeply sorry for the inconvenience caused due to the technician being unable to complete the originally scheduled appointment. The technician visit has now been rescheduled for 7/18.
  

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have received a full refund. Case closed.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to file a formal complaint against City Furniture regarding a furniture purchase I made on April 25, 2025 (Invoice #******). One of the items included in my purchase, a KID TU ***** 5x8 Area Rug (SKU: 295-0042-3), was marked as backordered. At the time of sale, I was told that the rug would be available by July 2025. The invoice itself noted an estimated arrival of May 24, 2025, with the disclaimer that this was subject to change due to circumstances beyond their ********** of today, I have been informed by City Furniture that the new estimated delivery date has been pushed to October 2025, with no firm commitment or explanation for the delay. This means that the product may be delivered over six months after my purchase, which I believe to be unreasonable.I have attempted to resolve this matter directly with City Furniture, but I have not received any satisfactory remedy, such as a firm delivery commitment. I believe the lack of transparency and shifting estimates without accountability amounts to poor business practice.I am requesting your assistance in encouraging City Furniture to provide a clear and fair resolution, confirming a delivery date that is reasonable.Please find attached a copy of the invoice for reference. I appreciate your time and assistance in helping to bring this matter to resolution.Sincerely,****** **** ******************************************************************************************* ************** *********************

  

  Business Response

  Date: 07/21/2025

  We sincerely apologize for the inconvenience youve experienced. Our **************** Team has been notified of the delay with your order and is actively monitoring the situation to ensure timely updates and support.
  According to the vendor, the **** ***** 8x10 Rug is currently on backorder, with an estimated arrival window of October 5, 2025 October 26, 2025. Once the item arrives, we will reserve it for you and reach out via email to schedule your preferred delivery date.
  If you prefer not to wait, wed be happy to assist you in finding an in-stock alternative rug that meets your style and needs.
  You can also view the estimated arrival date anytime on our website: ***********************************************************************************;Thank you for your patience and understanding.

  
  

  Customer Answer

  Date: 07/21/2025

   
  RE: Complaint ID ******** Response from City Furniture
  
  I am rejecting this response because:

  Thank you for forwarding the response from City Furniture.
  While I appreciate the professional tone and apology from their team, I do not consider their response satisfactory, and would like to explain why:
  At the time of purchase (April 25, 2025), I was told the item would be available in July. The written invoice even stated May 24, which was understood to be an approximate arrival.
  I was only recently informed that the rug would now be delayed until as late as October 26 meaning a possible 6-month delay from the original date.
  I was not proactively updated about this significant delay and had to follow up myself to get the current status.
  While I understand that supply chain issues can arise, a nearly half-year delay without clear communication or ownership is not a reasonable customer experience. There needs to be a greater sense of responsibility from City Furniture in:
  Setting realistic delivery expectations at the time of sale, especially for backordered items.
  Notifying customers proactively when delays extend significantly beyond the original estimate.
  Offering more than just a generic apology such as a modest credit, expedited replacement, or firm delivery guarantee.
  I am still open to resolving this amicably and would be satisfied with:
  A firm delivery commitment for the current rug.
  My goal is not only to receive the item I purchased it is to ensure City Furniture improves its communication practices so that future customers are not surprised by such unreasonable delays. I hope the BBB can help guide this matter to a fair resolution.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/23/2025

  We regret the inconvenience caused by the delay of the **** ***** 8x10 Rug. According to the vendor, the rug is currently on backorder with an estimated arrival window of October 5, 2025 October 26, 2025. The delay is due to logistical factors outside of City Furnitures control. This particular item is sourced from an overseas vendor, and a number of global supply chain challenges can impact arrival timelines. These may include:

   Delays in raw material availability

  Production slowdowns at the manufacturing level

  
  Port congestion and customs clearance delays

  
  International shipping disruptions or container shortages

  
  Unforeseen geopolitical events or severe weather in the country of origin

  
  Despite these challenges, City Furniture is working closely with the vendor to monitor progress and ensure the product is delivered as soon as possible.
  The customer has been given the option to continue waiting for the item or request a full refund. City Furniture sincerely apologizes for the delay and any inconvenience it may have caused.
  Should the customer have any further questions or wish to proceed with a refund, a representative will be happy to assist.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23607863

  Thank you for relaying the most recent response from City Furniture.

  I am rejecting this response because:

  While I appreciate the additional context regarding global logistics and supply chain factors, I must respectfully state that I do not consider this response fully satisfactory.
  I understand that delays may be out of the companys direct control and I appreciate the option for a refund or to wait. However, my concern goes beyond the inconvenience of one delayed rug.
  The issue I raised is about the lack of ownership by City Furniture in how estimated delivery dates are communicated to customers especially for backordered or overseas items. In this case:
  I was told at the time of purchase (April 25) that the rug would arrive by July.
  The invoice said May 24 also implying a near-term delivery.
  I received no proactive updates about shifting timelines. I had to follow up myself.
  The current arrival estimate is October 526, making this potentially a 6-month delay.
  City Furnitures most recent message blames the vendor, shipping, and global supply but says nothing about how it will avoid giving customers misleading estimates in the future.
  That is what I am asking for.
  I may or may not choose to pursue the refund or replacement. That is secondary. What I am requesting is that City Furniture acknowledge its role in setting customer expectations and clearly state:
  How estimated delivery dates are set and updated internally,
  Whether sales teams are being retrained on how to discuss delays,
  Whether IT/sales systems are being improved to show dynamic backorder risk,
  And what proactive communication steps will be taken in the future.
  Until this is addressed, I do not consider the complaint resolved. A fair resolution should include not just a customer remedy, but a process commitment to prevent similar experiences for future buyers.
  Thank you again for your assistance and attention to this matter.

  
  Sincerely,
  ****** ****
  
  
  

  Customer Answer

  Date: 07/24/2025

  ONLY WORDS OF APPRECIATION FOR YOUR INPUT AND SUPPORT.

  SINCERELY.

  ****** ****

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 reached an agreement for City Furniture to ship my replacement couch cushion from last year via BBB last month. Per BBB, City Furniture agreed to ship and now they are contacting me via email to say I need to pick the item up (hours away) or pay for shipping which was included in the original invoice I paid last year. The original agreement was that the replacement parts were to be shipped, I ordered 4 cushions total and shipping was included. 3 cushions arrived via ***** and I was not asked to pay additional shipping as it was included in my invoice. This clearly wasnt done as a favor or an oversight, the price was included and I verified that. The agreement was to place the order, pay for the order, and have the replacement parts shipped to my home inclusive of the price I paid when ordering. I am now being told the last cushion I need to pay additional monies outside of the contract to have the final cushion shipped otherwise drive 207 miles to pick up the remaining cushion that City Furniture failed to deliver. I am not paying anything additional. If City Furniture can not fulfill their contractual obligation they need to refund me $75.00 for the couch cushion.

  

  Business Response

  Date: 07/19/2025

  Please see the break down of the charges. The custoemr ordered 4 seat cores, at the time of purchase the custoemr was advised the ottoman cannot be shipped, it could only be pick up. the customer was not charged the shipping for for the ottoman only the 3 that were shipped. 

  Sku ******* corner chair- 2 pieces- $40x2

   sku ******* Armless Chair- 1 piece- $40

  SKU ******* Ottoman- 1 piece - $75

  
  shipping fee - $15*3 $45

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23605739
  
  I am rejecting this response because:
  At no time was I informed I would have to pick up the ottoman or pay additional shipping. In fact, the ottomans was shipped back in April/ *** and lost in the mail and I was never asked to pay prior to it being shipped. I was told several times in a text thread with customer service that I could cancel this order which I did in June. 
  Process my $75 refund check to ****************************************************************
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/23/2025

  We regret that the customer did not receive the experience we strive to provide.  The customer has spoken with our Parts Team and was approved to receive a replacement seat cushion. The item has been shipped via ***** and is expected to arrive within 57 business days.
  Tracking Number: **********************************. The customer can track the shipment directly through the ***** website.

  Customer Answer

  Date: 07/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought some furniture and accessories from City Furniture in The Villages *******. First time customers. Everything was delivered on May *******. The ******************** was damaged and they sent a tech over to fix it. That went well. We had an issue with a set of sheets. We purchased sheets for $279.00. The description of the sheets said it would fit a split full size bed. We open the package the bed sheets were the wrong ones. They dont fit. I tried submitting a claim on line and there website was giving me an error message and to try back the following day. I kept trying with no luck. I finally called them and spoke to a representative. They refused to take them back. They said I went over the 3 day return policy. I am looking for a store credit, not a refund. They still refuse. Now I have a brand new unopened set of $279.00 sheets I cant use. I am just looking to return them for a store credit.

  

  Business Response

  Date: 07/14/2025

  We regret that the customer did not have the experience we strive to provide and sincerely apologize for any inconvenience caused. At City Furniture, we are committed to being transparent with our policies and ensuring accuracy before orders are placed.
  We have spoken with the customer and, as a gesture of goodwill, we will honor a one-time reselection for the sheet set. The customer may bring the sheet set into the showroom within the next 3 days to proceed with the reselection.
  A sales associate will assist the customer by referencing their original invoice and guiding them through the process. The amount paid for the original item will be applied toward the new selection.
  Please note:
  The new item must be of equal or greater value than the original purchase
  There will be no restocking fee applied
  If the customer has any additional questions or needs further assistance, they may contact us directly at ************ or by email at ****************************************************************.
  Thank you for the opportunity to resolve this matter.
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* M **********

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a new dining table set, the table and 2 of the four chairs are damaged. They came out to verify damage and now City Furniture and its employees keep giving me the run around instead of delivering the undamaged goods.

  

  Business Response

  Date: 07/11/2025

  Thank you for reaching out and for sharing your feedback with us. First and foremost, we sincerely apologize for the frustration and disappointment this situation has caused. 
  
  the custoemr received the delivery on 06/28/2025
  the customer call in to advise 2 of the chair are wobbly and the table is is missing the hardware pack as will as 2 of the floor glider.
  On 07/03 we scheduled a tech to repair the 2 chairs that were wobbly.  the tech did advise the chairs are not repairable and needs to be exchanged.  we processed the exchange; however, the chairs are currently on back order the *** the vendor is providing at this time is 08/11/2025 - 08/25/2025
  On 07/11/2025 the floor gliders and the hardware pack was mailed out the customer for the table.  

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Terrible experience purchasing a couch. Before I placed order I was told one piece was on back order for 2 weeks. After placing the order and opening the city credit card I was informed 2 pieces on back order.The salesman then placed a delivery for two weeks later and said cannot get any *************** experience was a nightmare. Driver called wrong number even though I gave clear instructions with the correct number to call. Then when he arrived he was upset that he was supposed to connect the couch pieces together and said it wasnt his job because it was two separate deliveries. Then he said he connected the power for the recliners and left in a hurry. After he left we discovered the couches were not connected correctly and none of the chairs reclined and missing a connector for the power to work.Then in addition the price I was supposed to pay was not the price charged to the credit card and now I am reaching out for them to correct it. I also have to wait at home all day in 2 days for a technician to come and fix the delivery drivers mistakes. I clearly informed them they are missing the transformer piece and from day one. Everyone passes the ***** The customer service *** said do not worry the technician will come fully p***ared with all ************* I have been waiting for the technician all day and when I called they are running late and hopefully will come tonight. I spoke with the customer service and asked for a supervisor and reached ******. She basically said I am stuck with this purchase and said the technician will not have the transformer and she can mail it out to me. They expect me to put it together myself or wait another full wasted day waiting for a technician again. Meantime my couch reclining is not operable and is uncomfortable.The ***resentative that responded to this review did ABSOLUTELY nothing when I emailed the ***************************** except say sorry for the inconvenience.City furniture traps you in the sale 7-8 DELIVERY/Tech

  

  Business Response

  Date: 07/10/2025

  City Furniture sincerely apologizes for the challenges and frustrations this customer has experienced throughout their purchase and delivery process. This is not the level of service City Furniture strives to provide, and the concerns shared are being taken seriously.
  A service repair technician has been scheduled to visit the customers home on July 14 to address the issues with the furniture connections and ensure all components, including power connections, are properly installed and functioning.
  Additionally, a sales manager will review the concerns regarding the pricing discrepancy to better assist the customer and provide clarity on the charges made to their account.
  ********************** appreciates the customers patience and will continue working to resolve these matters as quickly and smoothly as possible. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23578941
  
  I am rejecting this response because I have wasted a lot of hours on the phone calls, taking photos, setting up and waiting for deliveries and technicians. I have already had a technician come out here previously. City Furniture thinks my time is FREE and apparently I do not work? I have to take days OFF work to wait for the deliveries and technician visits. This is for ONE piece of furniture! A sectional couch. It is completely ridiculous I have wasted hours on the phone along with 7 full days for deliveries and technician visits. All I hear from City Furniture is so sorry. 
  That does absolutely nothing to compensate me for the aggravation, stress, inconvenience and loss of pay from work.

  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 07/16/2025

  We regret that the customer did not have the experience we strive to provide. We sincerely apologize for any inconvenience they may have encountered. The ************* Recliner was exchanged on July 12, 2025. Our ************ team has been in contact with the customer and followed up to confirm satisfaction with the replacement piece. If the customer has any further questions or concerns, they are welcome to contact us directly at ************ or via email at *******************************************************************.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23578941
  
  I am rejecting this response because:
  You did not address any of my concerns about all of my days wasted calling, sending photos and waiting for multiple deliveries and technicians visits all for one couch. Also the inconvenience of having uncomfortable non-reclining pieces to sit on for several weeks. No discounts or promotions have even been offered for everything I have experienced and sorry is not an acceptable response.
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bedroom set on 6/26/2025 using the company website and scheduled delivery through their online system for 6/28. I went back to the website on the morning of 6/28 to follow up on the delivery as I had not heard anything, the *** was unable to locate my order. I called, same issue, was promised a call back, never heard from anyone, delivery was re-scheduled two more times. Their lack of customer service and disregard for all of my concerns is alarming. I used affirm to pay for the order, which is advertised on their website, not once was I told this would delay the delivery process and not once did anyone offer to provide any type of solution for all of the inconveniences. The delivery driver showed up with no helpers and only dropped the items in the front of my garage, wouldn't even bring them into the home.

  

  Business Response

  Date: 07/04/2025

  Were very sorry for the issues the customer experienced with their recent online order and delivery. We understand how frustrating the delays, lack of communication, and delivery concerns have been, and we truly apologize for the inconvenience.
  As a token of our apology, wed like to offer the customer a $25 digital gift card for the trouble caused.