City Furniture
Reviews and Complaints

I'm am still waiting for half of my furniture to be delivered since Friday. I have three large pieces outside in the common area waiting for the correct pieces to be delivered and these ones taken away. Today was the day but now it looks like Wednesday! I did speak to customer service and the salesman. To me after Wednesday I am canceling the order. This is unacceptable and hopefully this not your common practice.

Placed order in May, chairs are still not on stock till new date now is Aug29th. They sent me 4chairs used (dirty, stained, discolored) and offered to clean or give some money back. My answer is no, I want new chairs, now they say cant refund once delivered. They never shipped the new chairs I paid for, after sending photos of the chairs they agreed to exchange, but still not in stock to exchange till maybe Aug 29th. They also offered to go to store and pick other chairs for same value, but all your chairs are out of stock and I want chairs now. I believe I waited good amount of time since May 12 when order was placed, and they didnt contact me to ask if I agree for them to send me used chairs. Now because were delivered (used chairs) you're blocking me to cancel the order, get money back and look for other chairs.
I purchased good amount of things before from city furniture and im very disappointed in company's policy. How can you force me to keep waiting till you get the chairs I ordered back in stock? And you "tricked" me and played the system telling me once delivered cant cancel order, but you didnt have and still dont have the chairs in stock, instead you sent 4 used chairs with dirt, stains and color yellowed, and offered to clean or give some money back. Shame on City Furniture for promoting the policy in such way.

I am very disappointed with my shopping experience with city furniture. I received a sofa bed which came with a broken frame. I contacted their customer service to solve the issue expecting a refund, but instead, they offered an exchange, repair and finally, when I mentioned that I could not accept those solutions because I was expecting an item that goes along with their promises of good, quality. Quality that all clients expect of the recognized company as City furniture.
Their customer service mentioned that their policy doesn't allow returns, which I do not believe is fair because I received damaged item. The policy cannot apply to damaged items. Of course, after all, their negatives to provide the refund, I told them that I have to tell my experience and post reviews on the internet. The reaction of their customer service "Jose" was aggressive and told me that he would call the police because I would obstruct their business. I never mentioned that I would install a barricade in front of their store, but I have all the right to tell my history. Unfortunately, the lack of professionalism of their customer service and a policy applied the wrong way is not allowing me to solve my issues.

Purchased furniture a month and a half ago. Dining room furniture came in with mismatched chairs. Two chairs returned. Bedroom furniture came is missing the slats for the bed, the feet for the storage drawers for the bed and the bunky board. These missing pieces were supposed to be delivered today April 8th. It is now 8:34 pm and I have still not received a call or delivery. Trying to get answers is like pulling teeth. Terrible customer service. Domestic shipping department never answer the phones. Customer service department no help at all. I pray no other senior citizen is treated like this. Extremely poor customer service.

I purchased a sofa from City Furniture back in November 2020 I was told since they were very busy I wouldn't receive my sofa till the weekend before Christmas . I was never told it was in back order. I waited for a whole month for my delivery date, and ended up selling my old sofa to wait for my new one . The day before my delivery day I get an email stating I would not receive the sofa (mind this It didn't stare on the email it was on back order) obviously at this point I was upset. How can they send me an email a day before the scheduled delivery ? I contacted customer service which was no help so I decided to contact corporate, there when I found out it was on back order and advised me I wouldn't get my sofa till 3 months after purchase and there was no guarantee I would even receive it . I asked her if I can get a discount since this was a huge inconvenience, they said no and all I got from them was a I'm sorry . I ended up canceling the order .
A week later I decided to re order the sofa since I was not able to find something else I liked, I called corporate again to see if I can at least get a courtesy discount for the inconvenience of having to wait for months, this time around the conversation went even worse again all I got was an apology and nothing can be done . She told me I can probably get some sales available from the holidays . I asked her what were the sales and She said she was not In the sales department and she didn't know. I told her that I once made a purshase with Macy and bought a furniture from them they also made a mistake end sent me the wrong color the original furniture that I had purshase was discontinued they not only made a sofa specifically for me I also got a nice discount due to the inconvenience once I told that to the lady on the phone from city furniture who happens to be a corporate manager her response was we are not Macy. At this point I was livid with their poor customer service and decided not only am I not going to purchase the sofa I will never purchase from city furniture. Their customer service is the worse ! Do yourself a favor and don't go thru the headaches I have gone thru and purshase your furniture some place else

They do not honor return policy

Horrible xmas customer experience.
I purchased a $1000 adjustable bed for my 80 year old mother who I haven't seen in 8 months due to Covid 19 concerns. This was my Xmas present for her.
The bed didn't work, the delivery people didn't test that the current mattress didn't work with the adjustable bed. They left in a hurry and didn't test and they didn't complete the installation of the frame and the footboard.

I called them 12 hours after the installation of the bed to return it and they told me that they will not take it back.

Now I have to send a new crew of people to risk my mother to further exposure to other strangers to disassemble the bed remove it from the room, god know what I am going to do with such a large piece of furniture and install the old bed.

I am going to have to lose $1000 and more important expose my 80 year old mother to strangers going to her apt again. What a horrible customer experience, I will never purchase again anything at City or Ashley furniture.

I spent 1 hour with customer support and they just don't care.

My Claim #990699 This is real, not joke.

I purchased on Dec 29, 2019 and was told my furniture would be delivered, I believe on Thursday and then got notice that it would be Delivered on Monday Jan 6th, Then I find out that they do not know when It will get delivered as it was at the Docks which I was not informed off.
I was finally told it would be delivered on Thursday Jan 6, I was informed by the Sales per I would get a 15min to 30min notice prior to delivery.
Which turn=ed out to be not true.

I got a text or email on the day of Delivery that they would be there in 45 minutes, I got home and they showed up 1hr-45min after there notification. (I was the second in line for delivery, there is no excuse for them be 1- hour late. There is no excuse to show up 1-hr late if they had left there other delivery.

So I believe I was missed led by the Sales person about the notification and time.

When they got there and set up the furniture, The Battery I purchased would not operated both chairs of the Love Seat, The sales person did not notify me that there were additional items ro item needed for this battery/Love Seat to work properly.
It needed a Y - Connector so Both Chairs could work off one Battery which I purchased.

In reference to the Y-Connector I was not informed by the Sales person that I need anything except for the Battery and he did not offer it.
I spoke to Roger and Assist Sales manager Jim about the Y-Connector and I was informed that I needed to come to the Store and pick up the Y-Connector which I purchased from Assistant Sales Manager Jim, When I get home to hook up find out that Jim sold me the wrong product, so I then again had to go back to the store and get the Correct Y_Connector.

The next problem is now that I was informed that the Battery I purchased would last at least 6-months on 1-charge depending on the use of the Chairs. I charged it to full charge and it lasted only 6- Days I am not home during the day and did not use it 1-night.
(No Instructions for the Chair Console and/or Battery was provided)

I can not believe how much I was miss led and not informed about the product. I also was not informed by the Sales person that there is a no return Policy, which I found out about afterward.'
I was not shown any documents about the return policy.
I did sign it not knowing there were other pages to the document for purchase.

After all the problems and not being informed correctly about everything
I wanted to return all items.

The Purchasing of the Sofa with the Battery was based on the fact that it would work as it was discussed as I did not want to have Electrical cords running exposed on my floor. I believe City Furniture has an Obligation to take it back if what I purchased from you will not and can not perform as explained to me, and refund my Moneys.

PS I am heading over to the Sawgrass Store tonight to discuss I hope with the Sales Manager..

I would appreciate a Phone Call to discuss these problems
Henry Stiriz
[protected]

Just had the worst experience with "ashley furniture" I purchased $4000 worth of dining room furniture. I purchased a tressle table, buffet and matched a bench and 5 chairs. Everything is stunning except the chairs are cheaply made and I could find better in big lots. I immediately called cs and advised them. They said they have to send a tech. I explained that I was extremely unhappy with the quality and she assured me that they only want to make it right. Yesterday the tech came and I showed him all the issues. They are high back side arm chairs staples showing all around, every chair wobbles, the material is wrinkled and the backs of the chairs have nooooooo padding... I pretty much got told oh well and the tech reported there was no damage. Are you kidding me. She said they will only exchange them and I could not select another chair. I have purchased every piece of furniture in my home from city furniture as did my son for his home. This is horrible! They are so cheap I am embarrased that place them with the table.☹️ so much for wanting to do right. I dont want money I want a well made diningroom and thats why I purchased from city/ashley... Now they want to exchange them only and I said if they come in the same condition they will be refused... Rather than fix the issuse they would rather go this route... These are inferior substandard quality!

I recently purchased a kitchen table from City Furniture. The set came with an option of either a round table or an oval, we chose the oval. When the table arrived we noticed 1 chair was damaged, 3 were not level, the table base was missing parts to secure the feet and the top of the table was damaged.

We contacted City Furniture customer care and a repair was set up. It was determined that the table and 1 chair was to be replaced. When the replacement was set up we requested that the table be replaced with the rectangular option as it would fit better and was a sturdier option. There was no price difference between the 2 tables and it was an option on the original order.

The customer service rep. advised us that City furniture has a policy that they will not exchange merchandise only replace like for like if damage can not be repaired. I advised them it was an option that was no additional charge and as the table was being replaced anyway we requested the sturdier one.

City furniture refused to honor our request and advised us that we would have to disassemble the original table before they would bring the new one.

Read all there policies first, they have no exchanges or refunds. Every other online furniture outlet has far superior customer service, pricing and policies - buyer beware.

We recently purchased a house and moved in at the end of May 2019. We bought bedroom furniture from City Furniture. The delivery guys decided the pieces were to heavy to carry so they dragged it across the floor and scratched my brand new floors. I call customer service right after to complain and the rep contacted the delivery guys and the guy told her my wife said it was ok to drag it across the floor when in reality my wife said, " these are brand new floors, be careful please." After told the rep that I was conveniently disconnected. My wife was able to get someone back and after a few phone calls City Furniture offered to either pay us $150 or have someone come out and buff the floor. The scratches were so deep, no amount of buffing would fix them. We sent in pictures detailing how they scratched my floors across 3 rooms and 2 hallways. After a month or so of haggling, they sent our a subcontractor to repair the floor. This guy replaced some of the floor boards, but also ruined other ones by staining them with god knows what. Not to mention one board has a noticeable gap which he said it wasn't his fault. He then had the nerve to call us two days later and say if City Furniture calls about the job, tell them its done and that he has to come back to fix one thing. We told City Furniture the opposite. He came back 2 weeks later to fix that gap and he fixed nothing. He told us he has to talk to City Furniture to see if they'll pay him to redo all the floors to fix the gap. So now my brand new floors has a gap in one board and several other boards are stained with whatever he did. Neither him or City Furniture are returning calls.