City Furniture Avis 

Extremely Disappointed – Misled, Ignored, and Left With $3,000 in Furniture I Can’t Use
I had a terrible experience with City Furniture and feel completely misled. I placed a virtual order with a sales rep who works in-store — I never physically went into the store. Naturally, I assumed this would be treated like an online order, which gives you a 3-day window to exchange or return items. That turned out to be completely false.
Because the rep processed it “in-store,” they now claim the sale is final — no returns, no exchanges, not even store credit. This was never disclosed to me. Had I been told that choosing to place the order through a rep instead of directly online would void my return rights, I never would have gone that route. Why would I choose a process that strips me of consumer protections?
To make it worse, the furniture doesn’t even fit in my apartment. I now have over $3,000 worth of furniture that I cannot use, return, or exchange.
I’ve called several times:
On Friday, I was told my rep would contact me. He never did.
I followed up again on the next business day — same response, still no call.
I called again and was finally told that nothing could be done due to “policy.”
To make matters worse, a manager told me to send in photos of the issue and confirmed the customer service email address with me multiple times on the phone. I sent the email — and it bounced back. She gave me no call-back number, no escalation path, nothing. It honestly felt like she was trying to get rid of me as a customer.
I've also emailed their customer service department several times, and despite clearly escalating the issue and asking for help, I’ve received no response.
This entire experience has been incredibly disappointing, unprofessional, and honestly feels like a setup for a sales rep to make a commission without disclosing important return restrictions.
Unfortunately, this leaves me feeling like I have no choice but to share my experience across all social media platforms to warn others, and I’m seriously considering pursuing legal action — because this is not a minor mistake. It’s a serious financial loss, and I was given no fair warning.
I hope this review helps others avoid the same situation. Be very careful when ordering from City Furniture

It seems all the good reviews are about the salesperson or how well they are with you when trying to get you to buy furniture because they get commission
They sell you on the extra care warranty
And now begin the problems
I bought the warranty because I have a material made couch and not a cheap one
The feathers are coming out and there is a stain for which I paid for!!!
And they won't help me!!!

Horrible horrible
Go somewhere else!!!

We recently visited City Furniture in search of a new couch, and were assisted by a sales associate named Kelly. We came in with one very specific and non-negotiable requirement: that the couch be made in the United States. We made this explicitly clear to Kelly from the outset.

After browsing, we found a couch we were open to purchasing and asked Kelly where it was manufactured. Her initial response was, “I don’t know. It’s new. We’ll need to look into it, but I do believe it’s American made.” After a brief pause, she followed up and told us it was made in Mississippi. We reasonably assumed she had looked it up, as any responsible salesperson would do when assisting customers making a large purchase.

When the couch arrived, we were shocked to see it clearly labeled “Made in Vietnam”—with additional tags written entirely in Vietnamese. There were also frayed edges. We contacted Kelly to express our concern and request assistance, but instead of helping, she became defensive and dismissive. She claimed she never told us where it was made, and blamed us for not researching it ourselves—contradicting what she had originally told us. She also relayed this inaccurate version of events to her General Manager, insisting the mistake was solely ours.

Throughout the conversation, Kelly spoke to us in a condescending tone, as if we were children, and her email response was equally unprofessional. Her handling of the situation has been deeply disappointing and has now escalated to the point where we are being forced to consult legal counsel.

This experience has been a nightmare, and I strongly urge others to avoid working with Kelly if you’re looking for honest, professional guidance—especially on a major purchase.

El departamento de seguro es una estafa desde que necesitas cambiar un mueble asegurado te deniegan las políticas de la aseguranza es muy diferente a la de los manager la manager carolina me canceló mis órdenes porque ella cree que me pagó lo suficiente y firmo papeles por mí eso es ilegal y muy racista se comportó conmigo se burló con la superior a ella porque no hablaba inglés y yo busqué un traductor y me dijo mi superiora no quiere hablar contigo si no hablas inglés porque si conmigo te va mal con ella te va a ir peor me amenazo y fue muy racista y cruel .

I never buy warranties but the sales lady talked me into buying it. Bought a love seat and ottoman 14 months ago and it’s wearing horribly. Called warrant services at city furniture and the warranty doesn’t apply. They say it’s normal wear and tear. How about crappy quality. I will never purchase or recommend CITY FURNITURE to anyone but my enemies!!

Crystal R was amazing, she was helpful when we needed her without making us feel pressured. Great shopping experience! Highly recommend her and the store. Furnished my Dad's new place in under 2 hours! Thank you Crystal for taking care of us.

Run. Don't walk in the opposite direction of City Furniture. I truly think they are the absolute worst. I wish I read the reviews prior to making a purchase. Not only is the furniture of a poor quality, but the delivery personnel are unprofessional & have a blatant disregard for personal property. In my case, they damaged a brand new floor, the couch they were delivering & destroyed a floor vase that's been in my family for decades. Customer service is non existent. No help at the store level with my claims & zero assistance at the administrative level. I'm still waiting for replacements parts since February with no end in sight. They should not be in business.

Dealing with City Furniture is like being in a relationship with a sociopath with borderline personality disorder.
They will charm you, tell you everything you want to hear - then betray you, wrong you, and somehow convince you that it's your fault. ZERO accountability.

I ordered an ONYX couch that showed up defective. Two different City Furniture techs came to my house, inspected it, and put in writing that the couch was faulty. What happened next was an 18‑month masterclass in corporate stonewalling:

Delay, deny, deflect. Instead of a refund or replacement, City dangled “30 % off your next purchase” coupons, like I’d reward them with more money.

Bad delivery #2. When the swap finally arrived, the crew rushed, refused to pop the legs off, gouged my drywall, chipped paint in three rooms, and tracked dirt through the house. Customer service’s response? “Our delivery team says it didn’t happen.” Translation: I’m the liar, and I eat the repair bill.

Upgrade scam. Those pricey in‑store “premium” options? Same models sell for hundreds less at Wayfair, Costco, and Rooms To Go.

So here’s the bill you risk paying at City Furniture:

Defective, low-quality products

Delivery damage and zero accountability

A blame‑the‑customer culture that calls you dishonest

Mark‑ups on “upgrades” you can buy elsewhere for less

AVOID! Shop elsewhere and save yourself the frustration.

Wow, fifth delivery of a reselection damaged today.Mrs G from social media reached out to me. 2 days ago, swearing up-and-down this would not happen. And that the warehouse would go over this vanity, with a fine tooth comb.I switched from the milan vanity to the vegas vanity.Since the milan vanity came damaged four times at this point I don't trust city furniture to deliver anything undamaged. When the delivery guy came in and opened the bottom drawer, the whole thing was kicked in, you'll see the photos below. I've wasted 5 days off of work. I don't even think they could compensate me that amount of money even if it was free.

DON'T BUY. Although their prices are economical their customer service lacks 1000%! We paid extra for professional cleaning service for our white couch - first, we never received the cleaning supplies that they said they were going to give us. I've called 3 different times to have the couch professionally cleaned (that we paid extra for) they recommended for me to use the "cleaning supplies" that I never received... and they come up with excuses to not send a professional to clean it - that AGAIN, we paid for. We will NEVER buy anything from them again.

A while ago I have purchased a withe fake leather couch and the quality was so bad it had change color with time. I called customer service and they would do anything. I went to Eldorado to get a new one.

We recently bought 2 recliners and matching sofa, which is now just 2 months old. One of recliners is showing some fraying ( wear) on the leg rest. A technician came out to assess and were told protection plan purchased doesn’t cover that issue. No conversation to possibly replace that one recliner since the other 3 recliners show no wear at all. Needless to say, we won’t be shopping City Furniture ever again. This is supposed to be one of their newest products so could it be they use inferior fabric?

I bought a matress it cost £600 within 2 days the middle has sunk and caved in so I told them and they said I could choose another matress which was ok but I would of preferred a refund which I coudnt have the second matress arrived which again within a few days the middle has sunk both should have rose back up to there original form expecially after a few days all there mattresses in the shop are cheap and over priced after doing my re search he knows nothing about them STAY AWAY if your buying a matress

I had an absolutely wonderful experience at City Furniture Plant City. From the moment I walked in, the staff was welcoming, attentive, and eager to help without being pushy. Brian O, took the time to understand my needs and guided me to the perfect pieces for my home.

The quality of the furniture exceeded my expectations beautiful, well-crafted, and built to last. The selection was impressive, offering a variety of styles to fit any taste. The delivery process was also seamless, with the team members ensuring everything was set up perfectly and to my satisfaction.

I highly recommend City Furniture to anyone looking for top-notch furniture and exceptional customer service. I will definitely be returning for future purchases!

great customer service by Fredrika Bejacmar was very dedicated she want above and beyond to assist me with finding things that i needed

If I could give zero stars, I would. City Furniture has the most disgraceful customer service I have ever experienced. From the moment we made our first—and definitely last—purchase with them, it has been nothing but a nightmare of incompetence, dismissiveness, and outright refusal to stand behind their own products.

We purchased a piece of furniture expecting quality—what we got was cheap, defective junk that literally started falling apart. The door split apart due to wood rot, a clear manufacturer defect, and instead of taking responsibility, City Furniture hid behind a “no refunds after delivery” policy, completely ignoring the fact that they sold us a faulty product.

When we reached out, hoping for a basic level of decency, we were met with a brick wall of excuses and scripted, robotic responses. Their only solution? A replacement door. Because, you know, when your entire piece of furniture is falling apart, obviously just slapping on a new door magically fixes the problem, right?

No accountability. No problem-solving. No care for the customer.

When their regular customer service proved to be an absolute joke, we escalated to corporate, expecting at least a reasonable conversation. Nope. Same pathetic, dismissive attitude—apparently, their so-called “policy” is more important than selling customers safe, structurally sound furniture.

Let me make this clear: City Furniture does not care if they sell you a broken product. They will happily take your money, deliver a pile of garbage, and then refuse to make it right.

This company does not deserve a single dime of your money. If you value quality furniture, good customer service, and a company that stands behind their products, go anywhere else.

DO NOT BUY FROM CITY FURNITURE.

Hey Kate- no we are not interested in discussing anything or giving you another chance. You showed your colors and we have moved on. Thanks.

Natalia was very helpful and knowledgeable. She was very patient, friendly, and thoroughly explained everything. We got 2 tempurpedic mattresses and the shipping was very quick and pleasurable. We really enjoyed our experience with her and she gave us extra deals. Their store is gorgeous and has affordable pricing compared to other stores. We will be back! - Ashley

City Furniture is nothing more than a bunch of incompetent individuals with poor customer service and brainless policies. They make you pay for the furniture first and then you wait until it becomes available. Once available, if you do not schedule the delivery within a short time frame they give it to someone else and you start the process all over again. The furniture you paid for is not reserved for you! I canceled my order and will never shop at City Furniture or Ashley furniture ever again.

PLEASE READ!! I want to prevent others from having the same horrible experience with City Furniture!!!

I have now lost three working days and have wasted more than five hours on the phone with multiple unhelpful personnel!

Following is the history of my unresolved issue:

• Tuesday, Feb. 4th at 1:15pm: I filed a claim regarding a tear in my Skylar Gray Fabric Wedge; I received a confirmation email at 1:17pm that my claim had been received

• Tuesday, Feb. 11th at 2:13pm: I received a confirmed repair appointment of 2-13-2025

• 2-13-2025: The technician never showed up and I did not receive ANY communication. I called Warranty Claims and was told the technician’s “wife was sick” and that the appointment had been rescheduled for 2-17-2025.

• 2-17-2025: Again, the technician never showed up and I did not receive ANY communication. I again called Warranty Claims and was told the appointment had now been rescheduled for 2-24-2025. No explanation was provided for why I was not contacted or informed that the appointment had been rescheduled.

• 2-24-2025: Not wanting to lose another entire day of work, I called Warranty Claims to confirm that a technician would in fact be arriving. I was assured by “Giomaira” that the technician, “Godwin”, would DEFINITELY be arriving by 8pm.

Yet again, and now for the third time, the technician never showed up.

• 2-25-2025: I called Warranty Claims and was informed by “Keneishb” that the appointment had been rescheduled to 3-3-2025. I informed “Keneishb” that was not acceptable and demanded to be transferred to a supervisor. After being on hold for nearly 45 minutes, “Keneishb” came back on the line and stated that the supervisors were "all in a meeting" and that I would have to wait for someone to call me back...

Once again been scammed by City Furniture. Their sales representatives are anything BUT honest. I ordered a couch which said on the website was IN STOCK. I placed the order and scheduled my delivery in advance for March 19th to not risk the item not being available at the time I would need it for. The representative at no point told me that a piece of the couch would not be available until the end of APRIL. I found out myself after when I checked my order confirmation. They insisted it was available to make the sale. So I’ll have half a couch until they decide to deliver it. I just want honesty and integrity from a business. Will be filing a complaint with the Better business bureau because this is the 2nd time they do not communicate.
The representative also added things to my order I never agreed to and I had to call to get them taken off my order. Buyers beware!!

Update: they called me after seeing my google review and offered me 30% off a new purchase yesterday. I called back today after deciding what item I wanted and they said the 30% was not correct and they were going to coach the representative that told me that. They continue to prove their incompetence.