City Furniture
Reviews and Complaints

Over the years I have purchased over $15,000.00 of furniture.

My latest purchase experience was the worst. My sales person was in a rush to complete the sale because another customer of his came in unexpectantly and wanted to be taken care of right away. (You know the type).

My order was delivered to my business. All of the furniture was in good condition. I was busy with my business and later that day I noticed that the coffee table was too large. It wasn't going to work in the space. The next day I called my salesperson to explain that the coffee table was too large and would like to exchange it for 2 end tables. He told me he couldn't help me and to call customer service. I then called customer service. They said that there are no returns once the delivery has been made. Then I spoke with a supervisor who he said no returns once the delivery has been made. City Furniture does not care about their customers. You have to pay in full before delivery is made. They do not care about customer satisfaction. They are the big name in furniture in south Florida. They do not care about their customers. All they want is your money. I will never purchase anything from City Furniture again. I will inform every home owner I meet of my experience and recommend not to ever purchase from City Furniture.

A promotion was going on January 12th - 15th both in store and online for free premium delivery. My order was placed on Jan 14th online. When my furniture was delivered; the driver stated the promotion was not specified on invoice. Called customer care services spoke w supervisor but they would not give me a credit of the $180 for my inconvenience. Plus I've been a loyal customer. They have no consideration and poor business. Will never shop their again.

I purchased bedroom furniture pieces which came a little over $5000.00. I could not get entire bedroom set because it was not in stock. After having my 2 pieces of furniture about 2 weeks , i went on line and purchase the other pieces because i received an email that it was back in stock. After a few days of making the online purchase, i then receive another email that the bedroom set was on sale, this was less than one month later. I called the store and customer service to get a price match and got no where. I was told that the sales person and store manager would call me back but no one ever called. At this point i just want to cancel the pieces that have not been delivered yet and NEVER SHOP AT THIS STORE AGAIN. THEIR CUSTOMER SERVICE IS HORRIBLE. MY LAST RESORT IS TO DRIVE ONE HOUR TO THE STORE TO TRY AND SPEAK TO A MANAGER.

Bought. Rug in june 2023, was told item was backordered until

August.. Then was pushed to sept. 'finally received an email stating item was ready for pick up. When we arrived on our scheduled day. Our item was not there, we were told it was given to the next customer in line..

Now they say the item will not be available until december. A full 6 months after purchasing..

Customer service is insulting my intelligence, they are condescending and unwilling to help. They say "the computer' decides who gets the rug...

Extremely frustrated and unhappy customer who will not be shopping at this store again.

Horrible quality! Their warranty is a total scam. The willow couch started pilling like crazy almost immediately. Many other complains about this. They also seem to somehow hide their bad reviews on their site. Mine would not post. The couch looks like it belongs in a junk yard after just a few weeks. Customer service does not care and they find loopholes with their warranty for ALL damage.

Will never ever buy from them again.

Filed warranty claim back in August 2022. Regarding flattening cushions. Repair guy comes and uses a totally different material to filled it. I called city said they needed to replace the cushions since it’s not the same material. Waited now it’s Sept 2, 2023 still do not have cushions. Still waiting for exchange and asked for manager nothing no resolution. Legal action is now being taken.

The ottoman's foam sinked completely in 5 months of purchase. Order 482570 from 02/04/2023. The fabric produces lint and fuzz balls. This is not really a fabric but a blend of plastic and paper but looks like a fabric. The foam is sinked completely down where I sat today for a few minutes. The frame is not broken. This is just a poor quality foam and cheap fabric. The cost of this piece is $400.

I purchased a new bedroom set on [protected] from City Furniture. I was charged $8,715.40 for this bedroom set which included, a queen size bed with head board, drawer chest, night stand, mirror, mattress with an adjustable base and two pillows. It was explained to me by my sales associate, Ewan that I would be charged $176 for delivery and that I would receive a free mattress protector. When the furniture arrived, the mattress protector was not included with my delivery. I was told to contact my sales associate concerning this matter. Additionally, once I printed all the paperwork, I realized that I was charged an additional $138 for delivery, equaling $314 for the delivery of one bedroom set. I contacted Ewan via E-mail on June 28th and June 30th, explaining the additional charge for delivery and the lack of a mattress protector, with no response. I also contacted City Furniture corporate office on June 28th, spoke with Mateo and June 30th, and spoke with Larry in an attempt to resolve this issue. They both explained to me that I would need to contact my sales associate. To make matters even worse, I received a coupon from City furniture for free delivery on purchases over $1,495. I feel that since the money was already received by me, that my concerns do not matter. I am asking for free delivery of $314 and reimbursement for the cost of the mattress protector which I have purchased for $25.98 (Total $339.98 reimbursement). I am also asking for an apology from Ewan, as I feel disrespected by him and feel he is displaying a chauvinist behavior towards me.

July 4th I received a couch delivery from city furniture. When they arrived the wrapping on the couch was all torn, within seconds they ripped the remaining plastic cover. I noticed scratches on the legs and the back pillows were out of shape. The foam inside the couch was poor quality and deformed. I asked them to take it back. They refused and left my home.

I called store, complained. The customer service contacted the drivers and they still refused to return to pick up the couch.

A week later an exchange arrangement was made. This time the couch was completely wrapped with boxes on ends ti protect the couch. Upon removing packaging; one of the seating cushions zipper was broken so they switched out a pillow from the 1st couch for the damaged one. The problem is now the couch pillows don’t align properly with the back pillows. I’ve notified customer service by email. I haven’t received any response yet.

I purchased a Nectar Mattress from City on July 7th that was 2 Twin XL's and a adjustable base.

The base arrived and was too small for the bed. Each bed was 39" long and they delivered a base that was only 36. Therefore would not fit I complained at delivery and the man said he could not take it back. I talked to a guy on the phone from customer service and he said he would make a not and I can setup an exchange. I have been going back and forth with these people for over 10 days now and still nothing. They keep trying to deliver the same base and expecting me to accept.

The main issue is CITY FURNITURE, INC does NOT refund your money of anything that was delivered. Even if they delivered the wrong item NO REFUND on ANY DELIVERY that is there policy.

For sure not one sales person will tell you that only we have Free Delivery. No kidding because if we deliver the wrong item tuff crap for you. NEVER PRUCHASE ANYTHING FROM CITY FURNITURE!

Went to showroom and purchased a sectional. Was told it was an in stock item. Sectional came damaged and with no right sided recliner. I had to call city furniture numerous times, asked to speak to a manager numerous times. They would not connect me with a manager, no manager ever called me back. Asked to have furniture picked up at my house and a refund , I was ignored. Now 4.5 months later, 10 phone calls, still no complete couch, but once again they have a scheduled a delivery in 2 weeks! Don’t shop there worst customer service I have ever had and they won’t give your money back!

Bedroom set -never sent backorder bed …legt 1/2 bed boxed in my bedroom for last 3 months …told me back ordered to may …then June .then july..now october - November…yet still selling sake bed in new brochure…terrible customer service…only reason…i know backordered to that date is i checked my order…no communication from city furniture once they get your order.

Sandy Denny

After having my electric recliner for two months the foot motor stopped working. The tech came out and told us this is normal and he would order a motor. This has been a year already no motor and alot of useless phone interaction with customer support. This is the worst furniture company to buy from do not buy from them. Supposedly I am getting a new recliner. I have not been able to get a date for this and after a year this is ridiculous.

It was horrible experience with the order delivery. We purchased at Plant city store around $15000. We were supposed to get 3 wood bed support that comes with our specific bad furniture. They insisted that we confirmed delivery this item that we have never received. At the first delivery day, I asked delivery people if they didn’t bring it. They said no so I assumed it will come with the remaining order, bed rails because they damaged and put it in back order and supposed to deliver on the filling week. On the day of the delivery of our bed rails, I realized we still didn’t get it. So delivers contacted customer service representative and she said no problem and will deliver again but don’t know when to schedule. She said she will call me back. She has never called me back and called customer service to confirm delivery. The Representative was trying his best to solve the issue but his supervisor refused to help out so he transferred me to talk with her. She kept saying system says delivery confirmed and there’s nothing they can do. We paid for premium delivery and we didn’t even set it up but delivery people set up all the items and how on earth they insist it’s delivered and can’t do anything. Got so frustrated and she said she will call back after more investigation in an hour. Never got call back. So contacted our sale representative, obviously he said easy to take care and he will take care of it and confirm with me but no call back yet. Also, order was supposed all together delivered in a week after our purchase even if they guarantee next day delivery. It got delayed a couple of more times; one because they damaged bed rail and second, our dresser now even way back order about two month delay. Even sales representative over promised and confused us in finance switching his promise so frequently and his words were not reliable and inconsistent. We even cancelled our mattress order because he promised to upto 60months 0 % interest finance if we cancel and buy mattress through them with other furniture but once we got there to purchase, he changed the term. Anyway, with even this hassle, we agreed to purchase with certain agreement with sales representative but here delivery issue and no one is helping us. They say we have to purchase it again for the item we already paid but never received. Our bed furniture needs certain bed support that fits into this furniture and we need it ! What a bad, unreliable and untrustworthy system and service! I even requested to talk to store manager “Amanda” who we met at the store but they said they can’t transfer because it’s only used for internal purposes? We even requested proof of delivery picture but customer supervisor said that’s for only internal purposes? I wouldn’t recommend this store, plant city unless you are willing to risk all the trouble we’ve been through!

I purchased a five foot glass table with four high chairs from City Furniture for delivery. When I received my order, the four were assembled but two chairs were not assembled correctly. City Furniture sent a second party service provider to repair the chairs if possible or replace the parts and/or chairs. One chair was fixable while the second chair was not repairable. I was offered three resolutions, 1). Replace the part, which required 12 weeks for the part to arrive; 2) Repair the chair, which required four weeks for the back ordered chair to arrive or 3) accept a discount for a chair that was functional. I opted for replace the chair that requires a four week delay because the part is on back order. I requested a discount due to City Furniture staff assembling the chair incorrectly and stripping two screws. The Escalation Department would not provide a discount for the back order. I stated the back order is not the problem. The problem is your staff assembled my chair incorrectly, which is an imposition for me. There is no customer service when an issue occurs. I do not recommend City Furniture.