City Furniture

My name is Frank & Bridgett DiMartile.

I received the worst customer service I have ever had. I will never buy anything from them again. After I called to schedule my chairs to be delivered that I waited 2 months to receive. I arranged a date with the rep of 08/17/23. After I received the e-mail to confirm the date of delivery it stated 08/08/23. I called City Furniture back to let them know that the date on the email is wrong and that is when they told me that since the time that I called earlier that they had no deliveries times left for 08/10/23 or 08/12/23. I requested to speak to a manager or supervisor and was told there was no one on site that I could talk to about this. They eventually transferred me to a so called manager named Aura S #90297 who then also told me that there was no way of making this situation right. Lastly, I was put on hold to be connected to a supervisor for 30 min. I was hung up on. The absolute worst customer service ever. I really expected more from this company. I only wanted someone to make this right since this mistake was made by one on there employees. Ended getting the biggest run around and then they hung the phone up on me. We've spent so much money at the store in Plant City but it won't happen again. I will make sure to discourage anyone I know against purchasing anything from them if this is how you treat your customers. Very disappointed and really just want a refund at this point.

We had our money done on a mattress in March, our home was not completed until May, when we went to finish paying off the mattress, they had changed the price on the order without notifying us and they refused to honor the price even though we put money down and had the receipt. IT HAS BEEN A NIGHTMARE. They sent me a mattress from clearance that does not fit the bed and they have REFUSED to change it. I have taken they as far as corporate. No one has helped. Now I’m finding out this has happened to others. Stay away from that store! If this has happened to you too, please contact me.

On May 17th 2023, My wife and I visited the City Furniture, Plant City FL store and met with salesperson, Jade King, who showed us several pieces of furniture including a Beautyrest Harmony Lux Diamond Plush mattress, for $1799. We selected this mattress and the sales person placed the order. I then asked the sales person if she could check to see if this mattress was available in the clearance center. She looked on her computer and said that there was the same mattress available for $1100 so we told agreed to take the same mattress in clearance for the discounted price.

A few days later the delivery came to our residence. That evening when we turned in for the night we noticed that the mattress did not feel as firm as the one we tried in the showroom.

During the next day and for preceding weeks we have tried calling the store, emailing the salesperson placed several messages to customer care to include speaking to many managers and associates to explain we were delivered the wrong mattress but we were told over and over that since the mattress was in clearance they have a no exchange policy.

While that policy is reasonable, as I explained to each representative, that in this case the sales person caused the error when she typed in the incorrect SKU number when she selected the mattress in clearance.

After being promised over and over that this matter would be looked into and someone would be contacting us. No one ever did and after another round of phone calls to managers I was finally told that the no return policy stands even though the sales person caused the error.

On June 3, 2023 my wife went in person to the store and spoke with our original sales associate, Jade King, who after reviewing her original sales notes for our order, found that she inadvertently entered the wrong SKU number when selecting the mattress from clearance. She called the Clearance sales manager, Kevin Haefner, who came to speak to my wife with the sales person. Kevin was made aware of the error after speak to the sales associate and again promised that he would get back to me, but still have not received a call back.

It has now been 18 days since our order was placed and still there is no resolution to this situation.

If City Furniture cannot honor this exchange even when there is documented proof and admissions from an employee who made a mistake I can see why this company has countless other complaints.

I am still hoping that they will correct this matter but not counting on it

In November we purchased furniture at the Plant City location. We were told we would receive a gift card. We never reviewed it. We wen to the Store on February 5th talked to the salesman Wilson Velez that sold us the furniture. This gift card was supposedly a grand opening promotion. Mr Velez said he was going to get a mgr. he set us at desk dialed a # said I could talk with them while he got the mgr. This was bogus as it was the shipping dept and they were closed. We waited almost an hour he never came back. I have tried several times to contact someone that can help me. As of today I still have not heard from anyone.