City Furniture Avis 

I am writing to formally express my deep disappointment with my recent experience with City Furniture. Unfortunately, this is not the first time I have been dissatisfied, but this situation has been particularly upsetting and deserves to be addressed.

When visiting your showroom, the sales team made strong promises about flexibility, support, and customer care. I was assured that if something was not right, City Furniture would work with me. Based on those assurances—and the policies clearly outlined on your website regarding exchanges within several days—I felt confident proceeding with my purchase.

The couch was delivered, and within the same evening, my mother and I realized it was not something we were comfortable using. By the next morning—less than 12 hours after delivery—I contacted customer service to request an exchange. The couch was completely unused, still had all original stickers attached, and had not even been sat on.

I was not asking for a refund. I simply requested an exchange for a different item.

Despite reaching out well within the timeframe advertised on your website and communicated in-store, my request was immediately denied. No solution was offered, no flexibility shown, and no effort made to assist me as a customer. The contrast between what is promised in the showroom and how customers are actually treated afterward is extremely disappointing.

As a result, I am now left with an expensive couch that I cannot use and am forced to sell on my own—after spending a significant amount of money and doing everything correctly as a customer.

This experience reflects poorly not only on your customer service but also on the integrity of your policies and the quality of support provided after a sale is completed. It is deeply frustrating to be told one thing upfront and treated entirely differently once the transaction is finalized.

I truly hope City Furniture reconsiders how it supports its customers, because no one should be left in this position after acting promptly, responsibly, and in good faith.

Shame on a system that promises understanding and delivers none.

The West Palm Beach sales person was truly amazing, but unfortunately I bought the wrong table for a surprise, so I tried to return it. It took me six customer reps and probably six hours of my time. For me to say I'm going to chop the table up and give you a bad review. I was trying to buy a more expensive table and chair set, which made no sense to me. I will never ever buy a table or any furniture from this company. It's too bad SALES staff is really good. but the return policy is disgusting. escalation department is a joke. They read from the same script.

If I could rate this experience with a 1/2star I would. The 1/2 star would be only representative of sale people came running as soon as I entered the store. All other points of help, sale and delivery failed miserably. I have purchased two very expensive mattresses here but never again. Done 😡

Easily the worst experience I've ever had with a company. Delivery drivers were rude and would not drop off furniture in the rooms we needed them in. We tried moving furniture to the correct rooms and they wouldn't fit. When calling customer service, they told me they don't allow returns.

Horrendous. I wish they'd go out of business.

My wife and I bought dining room chairs and they keep breaking. One broke immediately and in around a year another 4 broke.

This company is an absolute scam. Save your money and stay far away. I purchased furniture from City Furniture and added their 3 warranty for extra protection, only to discover later that the warranty is completely useless. When I contacted their warranty services, I was told that the issues were due to “normal wear and tear,” even though the furniture was made with cheap materials that began to peel within four to five months. I paid for a three-year warranty that does nothing.
The fabric sheds feathers that constantly poke through, making it uncomfortable to use. Their customer service is dismissive, unhelpful, and completely incompetent.
This is a classic example of a company selling a worthless warranty solely to extract more money from customers. They refuse to take responsibility, ignore legitimate concerns, and hide behind brainless policies instead of providing solutions. I will never purchase from City Furniture again.

Donald D at the Vero Beach store made my experience great. He was polite, informative and funny. Made my day and was extremely helpful. Listened to every question I had and gave me a satisfactory answer.

They don't deserve 1 star!!! Sales team jump all over you as soon as you open the door . Then when you do buy something they basically put a gun to your head to buy the warranty . White glove delivery is a scam , guys damaged the walls and the furniture. Bed and couch came defective , still waiting for parts for 3 months. Oh yeah and the warranty , good luck trying to use it . They refused our claim for no reason . Complete scam of a company . Stay away and save your money .

I recently purchased a Wayne Dining Room Set from City Furniture in Fort Lauderdale, and what should have been a straightforward experience turned into weeks of frustration and unnecessary effort.

I was told during the sales process that all items were in stock. After completing my purchase, I was informed that the Wayne Mid Tone Buffet was backordered for over a month. The rest of the set was delivered a few days later — but the tabletop arrived damaged.

The repair technician who came out was professional and honest, confirming the tabletop could not be fixed and scheduling a replacement. Unfortunately, that replacement was canceled by text message with no follow-up or explanation from City Furniture’s customer service. I had to chase down answers on my own.

After multiple unreturned calls and emails, I eventually reconnected with my original salesperson, Ahmed Abdo, who was the only bright spot in this experience. Ahmed personally intervened to correct what customer service had ignored — he rescheduled the replacement delivery and helped issue a refund for the backordered buffet. His professionalism and genuine concern were appreciated.

However, the corporate “no returns” policy prevented me from returning a barstool that didn’t fit the space — a $284 item that ultimately cost City Furniture over $2,000 in lost additional sales, including the buffet, curio cabinet, and extra chair I had planned to buy.

As a longtime real estate professional in South Florida, I’ve worked with thousands of homeowners and always try to recommend local businesses. Unfortunately, based on this experience, I can’t in good conscience recommend City Furniture or Ashley Furniture to my clients or network.

The takeaway:
City Furniture’s products may look great on the showroom floor, but their customer service policies and follow-up are deeply flawed. A company’s brand isn’t defined by its logo — it’s defined by how it treats people when something goes wrong.

Credit where it’s due: thank you to Ahmed for doing the right thing and caring about the customer when others in the chain did not.

If you’re considering City Furniture, read the fine print and be ready to advocate for yourself. This experience was a reminder that good people can’t always overcome bad company policies.

Salesman was very nice but the delivery crew was terrible, and I now see online that rude and threatening behavior from City delivery crews is a frequent complaint. They argued and complained about my concern regarding the quality of one item and then complained at length about the delay my concern caused, continually saying how many more deliveries they had to make. One of them accused me of speaking to them in a bad tone, which I was not. He then said, "Watch how you speak to me." I responded, "Is that a threat?" He said, "100%." I felt under threat during the second phase of the delivery and would have kicked them out of the house and/or called the police except my bedroom was in disarray and I needed them to complete their work. Because of the dispute, which they caused, they refused to remove my old bed frame from the house, even though I had already tipped them. Perhaps worse, when I complained immediately after they left, City Furniture customer service promised to follow up with me and then did not. Only when my salesman called to see how things were and I complained to him about the delivery did customer service call me. And even then, they refused to provide any information about what follow-up was done by the delivery supervisor. The agent "assured" me there was follow-up, but admitted she didn't really know. She said delivery supervisors "don't make phone calls." How ridiculous! She also said neither she nor her supervisor would be calling the delivery supervisor to get the information and then pass it on to me. The agent gave the standard apology that I had to go through that experience, but the lack of concern about concrete follow up with these men who go into people's houses on City's behalf was appalling, but in view of online reviews it’s not surprising. I was left to trust that the organization that sent these men to my house would solve the problem on its own without any follow-up, facts, or paper trail, and that they would be sent to other people's houses to continue their poor behavior and threats. Indeed, one of the salesman's selling points was that deliveries are done by City staff, not contractors, so they could assure the quality of the delivery, assembly, and character of the crew. I would not buy from City again in order to avoid dealing with their delivery people.

They are actually 1/2 of a star as they built an unbelievable showroom in Tamarack and have furniture that is seemingly quality but with all the negative reviews in BBB and trust pilot and Consumer affairs it is probably like everything we've bought with problems and forget about good delivery service After you pay $100 they will keep you taking a day off and texting you that they're on their way over and then somehow they had the wrong address after it had been confirmed at least a half a dozen times by my wife and I and then they say they will write off The delivery charge and what they do is they don't give you a restocking charge on top of the delivery but still charge you for the delivery that they never made and then they will continue to call you back as if they have all their non-English speaking Customer Service trained to do this to Make the customer feel that they're going to make a delivery concession when essence they state that over the recorded call and then they send you in writing that they're just not gonna charge you an additional restocking fee after the non-delivery was their breach of contract. I thought after trying so many different numbers Customer Service was at least offshore but they're not English speaking people but they're right there in Tamarack headquarters and they will tell you you can't find us. The Better Business Bureau has no ownership for them or no one person that is in charge of the company for obvious reasons and I'm thinking this monstrosity of a showroom could be by ill-gotten Gaines.

purchased lamps in march 2025 still waiting after 6 months today i called they tell me for december they will have them 9months waiting for something payed. worst customer service!

I bought a bedroom set from City-furniture the sales team was awesome the headboard was on backorder which i was notified at the time of the purchase. I didn't mind waiting but upon the time of the completion of the delivery the delivery driver was professional and I was extremely satisfied getting my bedroom set. Thanks City-furniture

The City Furniture Sarasota Fl store is beautiful and our salesman Dee was wonderful. We ordered two large rugs for delivery that arrived last week but City Furniture has a Very strange policy called “threshold delivery“.

For us senior citizens that’s a pretty difficult thing to drag in heavy rolled up large rugs into the house from the threshold. And the delivery guys put me on the phone with somebody at city furniture and she told me I only had 24 hours to call back if there was any problems with the two large rugs.

I told her the rugs were rolled up in plastic, and I was not going to unroll them for several days because the interior of our home was being painted And I did not want paint to get on the rugs. I told her I have a problem with you wanting me to call back within 24 hours if there’s something wrong with the rugs.
With the large senior citizen population in Sarasota county and Southwest Florida having a threshold delivery for people that are up in age and have major health problems like me battling cancer, arthritis and heart problems , etc. I could really injure myself trying to pull two very very large rugs that are rolled up in plastic and pull them into my house from the threshold of the front door. That policy needs to be changed.

Poor quality- wont stand by “in home protection” additional cost by consumer they can just say “no” screw you! 2 year old recliner supposedly leather- now fully worn off, obviously pleather or vinyl. I have 20 year-old La-Z-Boy chairs that look great compared to these.

I ordered several items. Beds, dining table, sidebar, rugs, etc. on the day of delivery, the sidebar was damaged, they said I would have to wait months for new. I cancelled. Another item didn’t have handles. My choice was to wait for new, cancel, or accept defective. I accepted defective, and I’ll buy my own handles. Mattresses sucked. Apparently, no return in mattresses. I didn’t know. Don’t buy.

After repeated delays, broken promises, and multiple failed deliveries of a defective sofa, I finally canceled my order. They scheduled the pickup for today , I took a day off work, waited at home and guess what? Last minute call: “Sorry, we’re not coming today. We’ll come on the 17th.”

They clearly couldn’t care less about the customer’s time, frustration, or inconvenience. No accountability. No urgency. No empathy.

And to make it worse I still haven’t received my refund, because they won’t issue it until the sofa is picked up. And that, of course, keeps getting delayed too.

This company has wasted my time, disrespected my trust, and caused nothing but stress.
Stay away. They do not deserve your business.

Typical Florida attitude: once you purchase the item they adore you and can't do enough to help. Once several items get delivered, and 5 out of 6 are damaged, they don't want to know you. Whilst the furniture is unique and attractive, it's overpriced for the MDF quality you receive. My Highland Dresser had green paint all across the top and it took weeks and weeks of contacting customer service to get it replaced. My credenza, sofa and bedroom bench were also all damaged during delivery and it's almost impossible to get a reply from someone to fix it. Awful quality and terrible customer service

I recently had an issue with City Furniture regarding a warranty credit. I'm pleased to report that City Furniture has fully resolved the matter to my complete satisfaction. Their team effectively addressed all my concerns and honorably fulfilled their original promise, providing the credit I was due. This swift and positive resolution has genuinely restored my confidence in City Furniture, demonstrating their strong commitment to customer satisfaction. I truly appreciate their efforts in reaching such a fair outcome.

Bought couch, two recliners, side tables, and dining table and chairs. Aired that all would be delivered. Got delivery, missing half the items. Table discontinued, we were told to come pick out something else. Picked a different table, then it was discontinued. Told them to pick up the dining chairs since I couldn't get a table i wanted. Took them three weeks to credit my card. They sold us an extended warranty, then wouldn't honor it when a few months later the fabric started to pill and separate at the seam. Quality sucks, customer service is worse. Never ever going there again.