ComplaintsforCITY Furniture, Inc.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed an order online and followed up with an in store visit only to find the product we ordered was not on the floor. We also went to the store to address issues on the order which were corrected on an additional order placed while at the store. This involved a price match from a competitor that wasnt properly invoiced. We were told by a floor manager that the only method of correcting our original invoice was to add the refund to the new additional order bc our original order was being delivered the next day and they would need to cancel the original order to issue the refund but that would cancel the order and it would have to be rescheduled for delivery at a later date. The refund was shown on the new order as a discount. The day of the delivery for the new additional order we received a call that the mattresses were back ordered and would not be delivered as promised. The order was being delayed another 3 weeks so we cancelled the order and requested the refund to be credited on the original order. They are now refusing to issue the refund bc we cancelled the second order stating it was a discount not a refund. Part of the discount was a $179 premium delivery service we did not receive. Our sofa was dropped off in the family room left for me to assemble and hook up the electronics. The balance of the refund was a price match for the extended warranty.

  

  Business response

  11/10/2024

  Were sorry to hear about the customer's concerns regarding their billing. The customer purchased a sofa at our ********** showroom on October 1, 2024 (Invoice #****** -50) and received a $299 discount on this purchase. On October 2, 2024, they made an additional purchase of two mattresses and two mattress protectors. We attempted to deliver the mattress protectors on October 23, 2024 and informed the customer that the mattresses were on backorder, with an estimated delivery date of November 12, 2024. The customer declined the delivery of the mattress protectors and requested a cancellation of the mattress order.
  On November 5, 2024, the customers order for the mattresses and mattress protectors was canceled. We issued a full refund totaling $4,770.04, credited in two separate transactions: $4,620.04 and $150.00. These refunds were applied to the customers Synchrony Credit Card ending in 9685.
  Subsequently, the customer requested to cancel the initial sofa purchase as well. However, since the sofa purchase was a separate transaction and had already been delivered on October 3, 2024, we were unable to fulfill this request. We appreciate the opportunity to clarify this for the customer.

  Customer response

  11/10/2024

   
  Complaint: 22530764
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  

  Business response

  11/14/2024

  We apologize for any issues the customer has experienced. The customer cancelled their invoice ****** with 2 mattresses and 2 mattress protectors and received a full refund. The additional invoice ****** with a $300 discount, it was delivered and our ******************* verbally confirmed satisfaction of delivery prior to the Service Techs leaving the home. No further actions will be taken. 

  Customer response

  11/14/2024

   
  Complaint: 22530764
  
  I am rejecting this response because:

  As I stated in the original complaint, the additional $300 discount, which is what City Furniture called my refund on the additional order on the sofa order. As I also stated, the reason the additional $300 discount/refund was issued on the new order was because the original sofa order would have been cancelled and rescheduled at a later date due to their inability to make any changes to an existing order within a 24 hour window. Had they delivered the mattress order on time as promised there would be no claim for the $300 since it would have come off of the mattress purchase. This is unacceptable and they owe me a $300 refund for the cancellation of the premium delivery service and the discount on the extended service agreement as part of the price match they advertise. There is no mention of what they specifically price match and I gave them copies of the sales order from the competitor and was clearly stated they would price match the order. The only price they gave me was on the sofa itself. I can provide copies of the competitive sales order to demonstrate my claim. Also, the only time I mentioned cancellation and pickup of the delivered sofa is when they called me a liar and hung up on me because I told them I was filling a complaint with BBB. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a sectional sofa from City Furniture in January of 2023. On one of the recliners the board has broken in the foot rest and the stain on the leather is wearing off. We are 70 years old and take care of our furniture and feel after spending over $3000 on sofa that is about 1 1/2 years old should not be having these issue with quality furniture.

  

  Business response

  11/11/2024

  We sincerely apologize for any inconvenience. The customer has been in contact with our ************ Team regarding this concern. After a thorough review, we found that the claim does not meet the criteria for coverage due to the condition of the sectional.
  However, as a goodwill gesture, we would like to offer the customer 50% off the original purchase price toward a new replacement. Please note that this discount applies only to the damaged SKU(s) of the sectional and cannot be combined with other promotions. This offer is valid for 30 days and will expire on Wednesday, December 11, 2024.
  The customer may visit any ********************** or ******************** locations south of **********, **, where a sales associate will be happy to assist with the new purchase.
  

  Customer response

  11/12/2024

   
  Complaint: 22526972

  In response to City Furnitures offer to give us 50% off to replace the piece that is damaged, we are rejecting this offer based on the fact that the reason the stain is coming off the couch is that my husband spilled a full glass of milk on the head rest, which was covered by a cloth cover, and we did not realize that the spill had gone through the cloth cover.  The next day I removed the cloth cover to wash it and noticed that the stain was coming off in the area where the milk was spilled.   There are drip marks going down the area where the milk was spilled and under the seam.  City Furniture denies our claim stating that it is not a result of the milk being spilled but a result of wear to the couch from my husband's head.  However, the stain is not in the area where his head would be located on the head rest.  We did ask City Furniture to send a 2nd tech to our house, so we could show them that the stain does go under the crease of the head rest, where it could not be worn off by body contact. 
  The other issue is the foot rest which broke when my husband put his foot on the foot rest.  City Furniture says that this would be covered normally, but because they cannot resolve the issue with the head rest, which they are saying is not covered under the warranty, the will not fix the foot rest.    
  In further response to City Furniture, the rest of our couch is in great condition and has no wear issues as further proof that we have not abused the power sectional sofa, as they have claimed to us.    
  In the extended Warranty Contract from City Furniture it states Accidental damage to Fabric, Leather & Vinyl is covered.  This was an accident and not due to wear.  It further states in the contract that If the covered product (1) cannot be repaired; (2) if the cost of the repair exceeds the original purchase price; or (3) if the parts are no longer available or are discontinued by the manufacture, the covered product will be replaced with a product of similar quality and features as determined by the Administrator,not to exceed the purchase price of the covered product, excluding sales tax,delivery and installation cost. 
  We have been informed by City Furniture that our ************************* sectional is no longer carried by the manufacture, so to accept a 50% discount on a replacement could not be possible.  We originally just wanted them to fix the issues, but based on the fact they are unwilling to work with us and the sectional is no longer available, we are requesting the power sectional sofa be replaced, seeing the power seat where the damage is, cannot be replaced due to the item being discontinued. 
  We are asking that City Furniture honor the Extended Warranty that we have with them as this is all due to an accident which is clearly stated in the Extended Warranty Contract.   
  
  Sincerely,
  
  ***** **********

  

  Business response

  11/12/2024

  We apologize for any inconvenience regarding the customers leather sectional. Upon review of the technicians report from 10/31/2024, it was determined that the peeling on the sectional resulted from heavy usage and is considered excessive wear rather than a manufacturer defect. This type of damage develops over time with regular use and is not covered under our warranty policy, which applies only to manufacturing defects. Therefore, we are unable to approve this claim. As a final offer, we are extending a 50% discount on the original purchase price toward a new replacement. This discount applies only to the damaged SKU(s) of the sectional, cannot be combined with other promotions, and is valid for 30 days, expiring on Wednesday, December 11, 2024.Please refer to the technician report and pictures attached. Thank you .
  

  Customer response

  11/12/2024

   
  Complaint: 22526972
  
  In response to City Furniture, we decline there offer, as this,again, was not from over use, and was from spilled milk, which was an accident..We have told them how this happened, and we feel they are avoiding our complaint so they do not have to pay our claim.  Again, the rest of our power sectional is in great condition and the whole set is used in the same way, plus we put covers on the couch to keep it in good shape.   We also feel the Tech made up his mind without  any further investigation and did not ask us how this actually happened. 
  As stated previously, my husband spilled a whole glass of milk, and we thought the couch was protected until the next day, when I took the cover off to wash it, and I noticed the drip marks on the couch and reported it.  If this was a result of our over usages, we would not be going to this extent to try to get the issue resolved.  Our set was purchased in January of 2023, and wear issues should not be a problem at this point in time.   
   As a reputable company, we feel that they would try to resolve this issue and not be just offering us 50 percent off on a piece that is now discontinued.  This does not resolve our issue which should be covered under our Extended Warranty. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family purchased a sleeper sofa with storage from City Furniture on 11/6/23 for $2,254.12. We purchased the 3 year stain treatment and the purchase included a one year warranty. In August 2024, I paid $50 for technician to come to my house to look at two back cushions that were attached by zipper but the zippers broke. The technician fixed one but was unable to fix the other. I agreed to pay $79.99 for a replacement piece of the armless pull up sofa piece. On Friday 11/1/24 my husband received the delivery of the replacement piece. The delivery crew said if there were any issues, call within 24 hours and they would take care of it. They left and when my husband sat on it, he sunk down. The cushions are sinking and the sleeper part will not push all the way in unless we force the cushions up. I called right away that day to report this. I was told Im so sorry we will get someone there. We scheduled a tech to come on Monday 11/4. The tech who came declared that there was nothing wrong. I spoke with him over the phone explaining the issue and he claimed that that is what happens. I said absolutely not because our old couch didnt do that. I spoke with someone from the escalation department all through the day on 11/4. And they kept telling me that there is no issue. I sent pictures and video of the issue. I went to City Furniture that evening to show them the pictures and video and explain the issue. They acknowledged that there is an issue. They said they were going to try everything they could but their hands were tied and their supervisor continued to deny the claim. No one would buy this couch if it was sold like this. This is so upsetting. My family, especially my children are so upset. This is where we hang out, watch movies, have sleepovers. You cant sit comfortably, you sink below the pull out part of the lounger. That is not the way this is designed. They continue to tell me that I cant speak with a supervisor. They have denied me.

  

  Business response

  11/06/2024

    We regret that the customers experience did not meet our standards. We strive to provide clear and supportive assistance for every customer and apologize for any inconvenience caused. After careful review, we must inform you that the claim has been denied. The customers armless sleeper was exchanged on 11/1/2024 due to a broken zipper. Later that day, the customer reported a sinking issue in the middle of the sofa. We promptly scheduled a service appointment for 11/4/2024, where a certified technician inspected and adjusted the pull-out sleeper. As per the technicians report, the sleeper is functioning as intended and meets manufacturing standards. The customer was shown how to pull the tab up and out if necessary. After speaking with our escalations department and social media team, we confirmed that there is no defect. Therefore no further action will be taken. We have attatched the technicians report and picture from the day of the inspection We appreciate your understanding. 
  

  Customer response

  11/06/2024

   
  Complaint: 22518582
  
  I am rejecting this response because: the issue was not that the sleeper portion gets stuck. Those were never the words I said to the technician. It was that when you sit/lay on the couch, it sinks in below the sleeper portion. What the technician claimed was the issue, is completely false and inaccurate. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  11/14/2024

  Sorry for the inconvenience caused, we have received  additional information supporting the customer's claim at our Corporate location. The customer was assisted with an exchanged scheduled Sat 11/16, our team will follow up to confirm the customer's satisfaction with the exchange. 

  Customer response

  11/15/2024

   
  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

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchases 2 sofas with 3 years of warranty at city furniture on May 10, 2024, but after six months , but after 5 month of having the furniture i Realized they have a damage on the sofas and the spots. I called city furniture at the warranty department and explained the issue with my sofas but the denied to send someone to clean, repair or replace the sofas, I sent a letter with pictures showing the damage and the spot of the sofas but they denied again to send somenone to fix this issue. I believe this is reasonable request to repair or replace my sofas I have exausted all efforts to find a solution . We are sad because we work hard to buy these furniture , but now they look like old furniture. BBB agencies we need your help to resolve this issue. We really appreciated. Thank you so much

  

  Business response

  11/02/2024

  We apologize for the inconvenience the customer has experienced.
  on 07/12/2024 the customer submitted a cases stating the sofas are pilling. we advised pilling is not covered under the vendor warranty. 
  on 11/01/02 the customer called in to report a stain on the armrest of one of the sofa.  The customer does not know what kind of stain it was, or when did not stain occurred.  As a part of the stain removal only certain stains are covered, ( please see attached stain removal pamphlet) and all stains needs to be reported within 5 days.  
  The customer was assisted with a courtesy stain removal kit that will be mail to the customer.  If the stain removal does not work we can do a courtesy cleaning service appointment.

  Customer response

  11/03/2024

   
  Complaint: 22502946
  
  I am rejecting this response because: As you see the photo of these sofas after six months purchased all the stains on the sofas ,they I have to send someone to removed all the spots .
  
  Sincerely,
  
  **** *********

  Customer response

  11/06/2024

  As you can see the photos of the sofas the little dark spots all around the seat both sofas and spots. I just bought, I called them to complaint about these issues but they don't want fix it. I need you help please. thank you so much.
  
  

  Customer response

  11/07/2024

  Thank you.

  Customer response

  11/11/2024

  I sent the photo my damages sofas.thanks again.

  Customer response

  11/13/2024

  I am sending you the photos.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I puchased this table in June to be delivered in July 31, 2024. Upon arrival the table base had a manufacturer error and wrong color. I was rescheduled for a redelivery a month and a half later only to be cancelled the day of. I then find out a month later the table is back in stock and i wasnt even notified. When the redelivery occurred i got a scratched up, chipped up and dented piece only for the delivery driver to mess it up more by attempting to color match it with a different color. Its insane the headache ive had over this item and poor customer service by **********************

  

  Business response

  10/30/2024

  We apologize for the inconvenience the customer experienced with the table. An exchange has been arranged for the correct color table base, with delivery scheduled for 11/02/2024. We will follow up after delivery to ensure satisfaction. Thank you for your patience.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on July 15, 2024 for the "Savannah ***** 72" ** Stand." It was due to arrive on September 24th, which we were okay with because the rest of our furniture matches this set. We waited 2.5 months, and it was delivered on Wednesday September 25th; however the ** stand that was delivered was not "finished"/completed as per the online site order. (It was not stained, it was completely white instead of the ivory color, there was hardware on the sides instead of the finished sides, and the "feet" were missing on all four sides). I made a claim that day. I was contacted by someone from customer service, *****, and my husband was contacted by someone else from customer service. We discussed getting a different ** stand, but it was almost double the price, so we decided against it. My husband was told that City Furniture did not have any "Savannah ***** ** stands in stock, and we would have to wait awhile for more to come in, and even then we would be at the bottom of the list for getting one." Due to not having an idea of when more would arrive, we asked for a refund. We never received it, I called twice, no one called back. The third time I called, a week later I asked for a replacement since I could see the stand was available online. I was told someone would call me back. No one called me back again. A week or two later I called again (still no money back); so again I asked for the replacement. I was told the refund never went through and they just processed it, and I would have to re-purchase the ** stand for full price (it was 10% off when I ordered it). I asked for a supervisor and they said "they weren't sure why I never got my money back or why it was processed today instead of the replacement I asked for." I was transferred again to a customer service agent (******) who was told by her supervisor that I could get $40 but that was it. All I want is to pay what I originally paid for the item I ordered over 3 months ago; it matches all our furniture!

  

  Business response

  10/30/2024

  We regret to hear that the customer was unsatisfied with their TV stand purchase. The Savannah ********** is available in two colors, White and *****, but at the time, the ***** option was on backorder. We offered a reselection for the ******** stand, applying the original purchase amount toward the new item. Typically, we schedule the reselection and pick-up on the same day; the TV stand was retrieved from the customer's home on October 3, 2024. A refund for the TV stand, totaling $770.36, was processed to the customers **** ending in #**** on October 15, 2024. The customer may now place a new order for the Savannah ***** 72" TV stand at their convenience. We apologize for any misunderstanding.

  Customer response

  10/30/2024

   
  Complaint: 22486740
  
  I am rejecting this response because:
  There was no resolution made by City Furniture. I purchased the Savannah ***** ** stand; the item that was given to me after 2 months of waiting had multiple issues (not just the color). I do not want to pay full price for the tv stand, it is now full price. When I originally purchased the item it was 10% off. Why should I now pay full price because I was given a damaged item originally? I asked for an exchange and I was told I couldnt. After almost 2 weeks I called and asked for ** exchange; instead they refunded me that day. I want the ** stand for the original  price that I paid for it! $719 plus tax= $770.36 (attached is the price I paid, and the price it currently is). 

  Sincerely,
  
  Ashley ******

  

  Business response

  11/06/2024

     We regret that the customers experience did not meet our standards. We strive to offer clear and supportive assistance to each customer and apologize for any inconvenience caused. Our online sales team reached out to the customer and honored the previous price for the TV stand. A new invoice was created, and delivery is scheduled for Friday, November 8th (invoice #*****-15). We will follow up after the delivery to confirm satisfaction. Thank you for your patience.
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a sectional sofa on January 8, 2024. The company offered their 3 year stain removal plan for an additional premium. Minimal details about the plan were given. We had a stain incident on a Sunday, and manage to reach out to the company the next Saturday, since I had a busy work week. They stated that the stain had to be reported within 5 days of occurrence in order to be under the plan, but as it was the first claim, they would provide a courtesy visit to take care of it. The company manage to get there technician out the Friday following the call, September 27. The stain was about 4 inch in diameter, in between two seat cushion, so he had to treat both of them. The technician mentioned to allow 24hours to dry and so we did. We allow a couple of days to see the results. Now comes beginning of October, two major hurricanes hit the area, plus my significant other gives birth to our baby boy on *********, so we had a busy start of month, therefor the sofa was the last of our worries at the time. Comes yesterday October 21, and we see that the treated area is showing signs of heavier stain all across the treated area, for which we submit an email claim for the new stain. No response for 4 days, to which today October 26 I called the company. They stated as the original stain was not notified within 5 days, the new stain does not fall under the removal plan, to which I replied that the new stain was caused by their technician, us being not at fault. City re-stated nothing the could do. Now we have a stained sofa piece, courtesy of the city technician, and no way to resolve it under their stain removal plan we paid for.

  

  Business response

  10/30/2024

    We regret to hear that the customer has experienced issues with their sectional. On September 21, 2024, the customer reached out to our customer service team to file a warranty claim for a stain. They reported that the stain was caused by pet urine between two seat cushions on September 14, 2024, with an area approximately 12 inches wide. Although this was reported beyond the 5-day window required for stain claims, we arranged a courtesy cleaning on September 27, 2024. Per the technician's report, the stained area was cleaned, and the customer was advised it would take 48 hours to dry. Attached are photos and the technician's report documenting the work. Since the claim was submitted outside the required timeframe, this cleaning was provided as a courtesy, and no further action will be taken. Thank you for your understanding.  

  Customer response

  10/30/2024

   
  Complaint: 22478159
  
  I am rejecting this response because:

  As mentioned in you report, the original stain was approx 12 inch in diameter. After technicians service and dry time the stained area grew to full extent of both cushions, as shown in the provided reference pictures. As mentioned the request comes "outside" the reporting timeframe, due to adverse weather events and life changing event which delayed our response time. The main point tried to express here is, original stain 12 inch diameter vs technician service stain magnitude. A cleaning services could potential resolve the stain, which was the outcome forseen on the weekends call to your service team. A potential cleaning service could encourage future loyalty business, instead of providing a bad taste of provided services.

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

  

  Business response

  11/05/2024

  We sincerely apologize for any inconvenience. After a thorough review, we regret to inform you that, unfortunately, the claim does not meet the criteria for coverage. However, we would like to offer you 30% off your original purchase price toward a new replacement, along with complimentary premium delivery. Please note that this offer cannot be combined with other promotions and is limited to 30% of your new purchase total. Youre welcome to visit any City Furniture or Ashley Furniture  south of **********, **, where a sales associate will be happy to assist you with your new purchase.
  
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  purchased two nightstands from City Furniture, but the delivery process has been extremely frustrating and unprofessional. They didnot show up on the scheduled delivery dates twice. the order was a backup order, due to their mistakes I ended up waiting a month and a half for the items, and they still have not been delivered.City Furniture requires customers to stay at home from 8 AM to 5 PM on the scheduled delivery day, preventing customers from working or handling other responsibilities. On the first occasion, an error made by a customer service representative that changed the delivery method, becuase he did not know that when it is change it the order get lost, which caused my order to be lost. he told me that he will cancel the delivery so I could reschedule it on pick up. T As a result, I lost my nightstands.The second time, to avoid any further mistakes, I called the store directly and clearly explained the situation, emphasizing that I could not risk losing the order again. The salesperson scheduled delivery for October 22, and I received an email confirmation, which I have attached.On October 22, I waited all day, and by 1 PM, I called to inquire about the delivery. I was told to continue waiting. By the next day, October 23, I called again, only to be informed that my nightstands were once again gone because, according to them, I didnt schedule the delivery on time. However, the confirmation email clearly states that I had until October 25 to schedule, and I had already completed the ************* is evident that there is a lack of communication and knowledge regarding the ordering and delivery process both at the store and in their customer service department. As of now, I still do not have my nightstands, yet they have my payment.I am requesting that City Furniture deliver my nightstands immediately and compensate me with a $250 credit for the inconvenience caused by making me wait for two full days and for still not having the items I paid.

  

  Business response

  10/28/2024

  We apologize for any inconvenience and frustration this situation has caused. It is never our intention to fall short of fulfilling a customers complete order. There appears to have been some miscommunication regarding the delivery method for the nightstands. Initially, the items were scheduled for delivery, but on 9/5/2024, the customer informed us of their preference to pick up the items from our warehouse. We explained that in order to accommodate this request, we would need to adjust the order to reflect a warehouse pickup rather than a delivery, and that the pickup would only be available once this change was finalized.
  On 9/5/2024, we updated the order to warehouse pickup; however, during this adjustment, the items were temporarily unreserved, which led to a backorder status. We communicated this to the customer and offered the options of either selecting alternative items or waiting until the original items became available. The nightstands are now reserved, and the customers delivery is scheduled for 11/5/2024. We will follow up after delivery to ensure their satisfaction.

  Customer response

  11/02/2024

   
  Complaint: 22464649
  
  I am rejecting this response for the following reasons:
  The company was unable to resolve my issue or offer a reasonable discount for the inconvenience and the two days of work I lost waiting for my order to be delivered. The manager explained that the system he uses, only  the manager is the only one seeing the actual delivery order, and also he saw that the order was never scheduled for delivery in real time from the sales person after the first issue. In the past, I repeatedly requested to speak with a manager, yet no one responded to my calls, it would had fixed the issue because he would notice the mistake from the store. The only time I received a response from a manager was after I escalate my complaint to the Better Business Bureau.
  I am requesting an expedited delivery date and a substantial discount on my order from more than $200.
  
  Sincerely,
  
  ****** ***

  

  Business response

  11/02/2024

  We are sorry you did not have the experience we wish for all of our customers.We are working tirelessly to fulfill every order in a timely manner.

  The Night stand were reserved and delivery was originally scheduled for delivery, but on 09/05 the customer reached out to us and advised they wanted to come into our warehouse and pick up the 2 Night Stands.  In making the changes the customer requested, it causing them to become unreserved and no longer on hold for the customer.   At that time the night stands went into a back order status.

  The delivery is currently scheduled for 11/05/2024. The vendor provides us with an estimated date of arrival. This date can change based on reasons beyond our control, and due to this reason we do not compensate for back order.  

  Customer response

  11/03/2024

   
  Complaint: 22464649
  
  I am rejecting this response because: They missed one part of the history, the do not mentioned that they scheduled 2 times with not show up. I changed to picked becuase thye did not have the right information, them they told me I could not pick it up, so shecule delivery, and first time did not show up, and second time wither, I called saturday and they did not pass me a manager and told me that is going to be delivery this monday , but I have not got any email confirmation.

  Also they ofered me onoly $50 store credit, when I lost 2 days from work waiting for their furniture to arrive because their employee and sale person at the store , the same day when i called to aks why they were not here, they told me that I should be still waiting and do not leave because they will bring the furniture before 5 ******* that day.

   

  I think at least on the response they should be honest and tell that they did a mistake 2 times, because no manager wanted to help and the sale people could not see my real order, just what the system shows that was incorrect according to the manager.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May of this year ordered a bedroom set end table dresser mirror and a memory foam bed the store manager encouraged me to spend ****** extra on an extended warranty The furniture was delivered set up after about a week the mattress was was warping crooked very poor quality the platform made of wood has sharp edges and wood slats are crooked called customer service several times also went back to the store they sent an inspector to my home he could hardly speak English he was just a stooge they sent to deny the clam its all bs they run a scam business sell you a warranty then refuse to honor if i dont get a refund going to file a law suite city furniture you **** and never ever again

  

  Business response

  10/30/2024

  The customer purchased a Premier 13" Memory Foam Mattress (SKU: *******) on May 25, 2024, with delivery completed on May 29, 2024. On June 21, 2024, the customer contacted customer service and expressed concerns that the mattress felt too firm and appeared crooked or warped. To address this, we scheduled an appointment with A Certified Repair Specialist to inspect the mattress. According to the technicians report from ****** ******* - ***** Repair Furniture LLC on June 24, 2024, no defects or deformities were found, and the mattress was determined to meet the manufacturers standards. No further action was necessary as the mattress was deemed to be in proper condition. Please see the attached technical report and photo from the inspection.
  

  Customer response

  10/30/2024

   
  Complaint: 22458091
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  They sent some person that could not speak English and just because their inspector states it is per manufacture guide lines let me point out that the inspector is paid by city furniture the inspector does not represent the manufacture and has no idea of their guide lines based upon city furniture response we are moving forward file a law suite against city furniture for breach of contract and breach of warranty which they sold up 

  

  Business response

  10/31/2024

  We apologize that the customer is not satisfied with the report provided by the certified repair technician. According to the technicians report from ****** ******* of ***** Repair Furniture LLC on June 24, 2024, the Premier 13" Memory Foam Mattress (SKU: *******) showed no defects or deformities and was determined to meet the manufacturer's standards.
  The customer is covered under our **************** and we would be happy to arrange another inspection in December.

  Customer response

  10/31/2024

   
  Complaint: 22458091
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  I'm going to hire my own inspection 

  Not your company so then we will decide what the next step will be however keep in my city does not have the authority to refuse to have a third party test is fair city furniture continues to refuse to admit guilt and continues to argue that their is no manufacture deferent however city furniture is not the manufacture 

  We are moving forward with a law suit and are refuse to allow city to continue to lie and stone wall see you in court city lawyer up 

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two $200.00 pillows from City Furniture. They claimed the pillow never goes flat and offered me buy 2 get the 2nd one half off so I paid about $300.00 for both pillows. In fact, the manager, a heavy set man, at this location convinced my husband to get the 2 pillows because they allegedly never flatten. Within a month of using one of the pillows, it completely flattened out. I took the 1 pillow that had been used and the 2nd pillow, which had never been opened back to City Furniture for a refund and City Furniture refused to refund me my money. They claimed it wasn't their policy and refused to return my money. They sold me a product under the premise that "this pillow never flattens" which it even says so on the box, but then refused to refund me my money for a useless pillow that was not worth $200.00 per.

  

  Business response

  10/30/2024

    Were sorry to hear the customer is unsatisfied with their pillows. The customer purchased two PW Harmony **** 7.5" pillows, which come with a 1-year limited warranty and a 100-day return period. To initiate a return, the customer can contact the manufacturer directly by calling ************, emailing ******************* or visiting Purples website at **************************************;
  

*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. ↩