City Furniture Avis 

I am writing to express my deep dissatisfaction with the service I’ve received from City Furniture’s warranty department. On 11/25/21, I purchased a sectional sofa along with a 3-year warranty (Order #586518). Unfortunately, less than three years later, the stitching on the sofa has begun peeling. When I attempted to file a warranty claim online, I was surprised to find that although the warranty covers the entire sofa, the claim could only be filed for individual parts. Nonetheless, I proceeded to submit a claim for the affected area.

The following day, I received a text message stating the issue was not covered. Seeking clarification, I contacted customer service and was told that I did not have a valid warranty, despite having proof of purchase. Even after I forwarded my original receipt clearly showing the warranty, they continued to insist that I had only purchased a 1-year warranty. Despite repeatedly showing them evidence of my 3-year warranty, they continued to deny it. It wasn’t until I referenced the current warranty pricing on City Furniture’s own website, proving that my warranty was for 3 years, that they finally acknowledged their error. It took over an hour until they acknowledged their error.

An apology from customer service representative was issued, and a technician was scheduled to inspect the sofa. However, on the day of the appointment, no one arrived. When I reached out again, I was informed that the claim had been denied, without any prior notice or communication. The reason given was that the peeling was considered "normal wear and tear." I referred to their own warranty policy, which explicitly covers fabric defects, yet they maintained there was nothing they could do.

Only after I indicated my intent to pursue legal action did they offer to send a cover for the sofa, which would mean the sofa would not be in the original condition. I advised this was not a resolution as outlined in their warranty policy, since it outlines it will be repaired and if it can't be repaired then it will be replaced. After advising this was not a solution, they advised a replacement fabric for the sofa would be sent. However, the fabric would take 12 weeks to arrive, while my warranty expires in 5 weeks. Given the inconsistencies, lies and delays in communication, I am concerned that this is a deliberate attempt to run out the clock on my warranty, leaving the issue unresolved.

I have screenshot proof of my conversations with City Furniture’s representatives to substantiate the series of events I’ve described.

This experience has been highly frustrating, and I am left with no confidence in City Furniture’s ability or willingness to honor their warranties. I will not be doing business with this company again, I will never recommend City Furniture to anyone and I strongly encourage others to consider this when deciding where to make their purchases.

We bought a dining table with a bench included.
Part of the substructure was missing from the seat of the bench. Not only did it look ugly, it was also uncomfortable to sit on.
The technician just said that it couldn't be repaired. A promised exchange could not be carried out because there was no longer a suitable bench available. A voucher was sent to the wrong address. When asked, it was sent again, but it had already expired. All promises to send a valid one fell flat. You are just put off and lied to.

Horrible experience even worse customer service.

Spoke with Shantel from the customer service several times, nothing happened. Place literally feels like a scam call center when you call.

Go somewhere else, anywhere honestly - this place is terrible.

And nearly two years later they tried to get in contact with me. Forget it.

We bought a leather recliner this week. Gives my elderly husband neck pain….bad health issue. Called customer service to try to exchange (even if it costs more). Supervisor said they couldn’t and hung up on me! We have been good customers but will now bad mouth the company to everyone we know! To make it right for us, call 785-218-1155.

To improve this company needs to clean completely the sales persons and customer service agents
Stop stealing customer dreams and money like it happened to me who can only said: AN ANT AGAINST AN ELEPHANT.
If you read all reviews are the same.
You spend thousands because nothing is hundreds and it becomes a nightmare starting your delivery there is no backs.
Please don't buy them nothing specific with a credit card unless you want charges that will never be cr back or explain why.

NEVER GET ANYTHING FROM this dishonest and corrupt father and son furniture business who I think are Gujarati. They promise warranty and both items we have ever got both broke and he promised a refund on the second item (faulty bed base) but then made excuses. They are LIARS who sell the cheapest faulty goods and even used items as new.

Everything, stirs employees are great, but everyone above them is nonprofessional and they don’t say truth.
Trying resolve issues, not possible. Think they have discrimination on me.
They try 3 times and nothing.
Please people stop baying furniture from City Furniture.
Zdravko Vucic

If I could leave less then 1 star, I certainly would. The worst experience ever. I ordered a bedroom set in August, 2023, it is now October 2024, I have not received my entire set, and I must choose another set, as the set is “discontinued “ I cannot get my money back. I have already paid for the set in full.
The WORST customer service I have experienced, especially the manager of the Boca Raton location.
I would not recommend City Furniture at all, horrible company and horrible representation from their staff. From sales person to high end management.

Hoy 10/12/2024 recibí lacompra de dos sofás dobles reclinables pensando que mi sala era óptima para ellos, después de recibirlos y tratar de acomodarlos vi que no tenían espacio suficiente, el mismo día de recibirlos hablé con customer service en aras de ver si podía devolver uno y cambiar por uno sencillo y para mi asombro dijeron que no era posible, realmente es una situación inesperada pq aún cuando fue mi error, el mueble está sin uso, inexplicablemente me dijeron no se podía aceptar el cambio, es una situación desagradable para mi y un cliente insatisfecho, pq la compra que realizó no me es funcional, si de algo mi opinión sirve para próximos compradores traten de no equivocarse pq esta compañía para nada es capaz de ayudar a sus clientes.

Back in April 2024, I purchased 2 new living room lamps from City Furniture. I paid for them in full via credit card at the showroom. At that time, they said they'd show up in 3 weeks. Three days before the delivery date, I was told they were out of stock and that they'd let me know when they were back in.

The next day I phoned Customer Service to inquire about them and was told they wouldn't be back in stock till Aug 13. I complained about the 3-month wait and hinted they should give me some kind of a discount for me putting up with it. They said I had to contact the salesperson who wrote up the order for me. My paperwork showed no phone number, just an email address for the saleswoman. So I sent her an email explaining the situation. I received a message back stating my email address had been BLOCKED.

Unfortunately, I didn't get a chance to stop by the showroom for a while. On Aug 20, I realized the lamps were scheduled to be back in stock, but hadn't heard from City Furniture at all. I phoned Customer Service to check, and was informed they wouldn't be back in stock until mid-November. I told them I couldn't believe they'd expected me to wait 6 months for them without batting an eye, and that I wanted a full refund. They then started pressuring me to select a different set of lamps instead.

I said no, and demanded they cancel my order and give me my money back. They insisted that that could only be done by the showroom I purchased the lamps at, but that they'd contact the showroom directly and that I'd receive a call within 48 hours. A week went by and I heard NOTHING. So I drove to the showroom with my paperwork and asked for the manager. I explained the situation and she cancelled my order, saying she'd issue a refund to my credit card. (BTW, the manager explained the reason my email was blocked was because that salesperson no longer worked there. She also insisted that I wasn't really BLOCKED, and that they just blocked ALL emails for salespersons' addresses that no longer worked for City. It makes no sense to me why they would block all incoming emails instead of forwarding them to another salesperson or something. Par for the course, however.)

I ordered a similar set lamps from LAMPS PLUS. They showed up 5 days later.

All in all, I feel that City Furniture has been very unreliable, and they have given me the impression that they really don't care about their customers. I will never purchase anything from them again.

ADDENDUM: In May 2026 -- Seventeen (17) months after my complaint -- CITY FURNITURE finally got back to me and asked me to contact them about the issue. I did. They apologized, then went on to explain that they've had a LOT of problems with back orders for quite some time. They then offered to give me a $100 credit TOWARD my NEXT furniture purchase at CITY -- that MUST be used WITHIN 6 MONTHS. I informed them I would never purchase anything from them again, and told them what they could do with their credit.

All I can say is "Wow."

I purchased an Aurora Brown UPH Desk Chair$199.95 plus taxes on May 8, 2024. It was delivered on June 19, 2024. The Hydraulics starting failing and eventually failed on the chair and I called City Furniture Customer Service. A fella came out on July 24, 2024 and decided the chair needed new parts, so he ordered them. Today it is October 2, 2024 and I have no new parts and a chair I cannot use. I called Customer Service again and they advised me the parts are coming in on December 16, 2024. I said REALLY! And they refuse to replace the chair until they try the parts that got ordered and they refuse to give me my money back so I can go buy another chair somewhere else, all until the parts come in. We have purchased a few thousands of dollars at this store including but not limited to two beautiful buffets. LUCKILY, when these pieces arrived we were able to inspect them before the delivery guys left, but a hydraulic desk chair is a little bit hard to test upon delivery because they drop it off in a box for you to put together, so if it has defective parts, you are basically screwed because the parts are coming by a slow boat from China. We are NOT going back to City Furniture in the future and will go try other furniture stores, one's that have better customer service. BE CAREFUL WHAT YOU BUY FROM CITY FURNITURE, they want to sell, sell, sell, but not take care of you after the sale. It is going to be 7 months before we MAY GET a working piece for our desk chair, meanwhile we use a dining room table chair which is not the way to go, this is a terrible, terrible way to do business!

I want to bring to your attention the recent experience we had with City Furniture. Last week, we made a purchase of $6,000 at the store, and we were expecting the delivery to arrive tomorrow. However, upon receiving the delivery email, we discovered that the delivery people would only leave the purchased items, and would not set them up or remove the old bed. We had paid for premium delivery and called City Furniture to clarify what premium delivery included and whether they would fulfill their promise.

After enduring a 55-minute wait on the phone, during which we were subjected to a repetitive automated message, we finally spoke to a representative, only to be informed that the information in the email was incorrect, and they were unsure why we received it.

The extended wait time prompted us to request a cancellation of the entire order. Despite attempts to dissuade us from canceling, we were informed that only the salesperson we dealt with could process the cancellation. We requested to speak to the manager and after a long wait, we were eventually able to do so. Ultimately, the salesperson convinced my wife not to cancel the order.

Our experience with City Furniture, both in-store and over the phone, has left us extremely dissatisfied. The lack of customer service is disappointing, especially considering the amount of furniture we have purchased from City Furniture in the past. As a result of this experience, we have decided not to make any future purchases from City Furniture.

This company is a scam, they sell you a super expensive extended warranty and when you want to use the customer service they don't authorize it because they claim that your problem is too minor to want to exchange the product. They sell mattresses as premium but when we use them they are horrible and give us back pain. Until today, I haven't been able to change my mattress because they won't let me and I'm forced to have terrible nights of sleep and severe back pain.

Ive been scammed. Ordered $2500 in furnished, and it arrived damaged. Customer service keep talking me in circles. Saying they are going to exchange it. They set 3 different dates to swap my order, and every single time cancels. DO NOT BUY FROM THEM!!! IM LEAVING THIER S**T IN THE STREET AND TELLING THEM TO COME PICK IT UP!

Tried to find a store where I can see a sofa I was interested in so I used the live chat. The operator was just interested in collecting my email and phone number.. She had no interest in answering my question or giving me a store to go look at the sofa. She kept saying what is your phone number if we get cut off. Owe weren’t on the phone! I was using a text chat box on their website. Why would we get cut off? Why would she need my phone number to give me a City Furniture store to visit. This is insulting. It is because they want to retarget and market to our emails and text our phones. City Furniture should be ashamed of themselves. They need to look up what customer service means! They lost me as a customer.

We bought a love seat with console and 2 recliners. The entire set is white leather. When we finally got our delivery one piece had a rip and the light on console was broke. We declined the furniture and had them bring brand new. 3 weeks later they brought new pieces. 1 part of our sofa is turning yellow. It's NOT in the sun, we do NOT smoke we haven't applied any chemicals to it. We filed a complaint to have someone come out and look and instead we got a phone call saying there's nothing they will do. It's not covered under our extended warranty we purchased. We will NEVER purchase from them again!!

Still no gift cards that were promised at they’re grand opening at Clearwater store I have called several times I’ve talked to the manager at the store twice and he promised he would take care of it and still no cards Now they quit answering my emails I have shopped at other stores now to furnish my rental homes and was treated great This place has no customer service Please believe this and save your some headaches

BEWARE OF FALSE PROMISE. DO NOT BUY ANY HOME SERVICE!
will never buy another piece of furniture from this company.
I promised complete sofa sleeper with memory foam mattress.
when didn't show up when the delivery, I called the sales lady Carol and she claimed I hadn't pay for it she forgot to add it, she quoted me complete price sleeper, mattress, warranty and taxes. I tried calling few times to speak to a manger they never returned my call, they keep saying the will inform the manager.
Horrible company. I will never do business with them ever.

A few months ago I bought some furniture from this store and I'm normally paying the financing. I was informed that I should pay everything by August 20th without interest and that after that I would start paying interest. However, it was only about 2 weeks ago that I discovered that I am not paying for financing but rather for LEASING. In this case, if I don't pay the remaining amount by August 20th, which is more or less $2000, this amount will increase to $6000 🤡. I was NEVER informed that this was a leasing, I didn't even know that furniture leasing existed. On the day of purchase, the sale person applied for financing and I was not approved, so she said they had another FINANCING option, asked if I wanted to try and I agreed. So I was approved and completed the purchase. She NEVER informed me that this was a lease. I've been trying to resolve the situation for several days and all they do is throw me from one side to the other. I contacted the leasing company, they told me to contact the store. I contacted the store, they told me to contact the leasing company. And so they are playing with me. The person who helped me in the store, on the phone, was able to say: just keep paying the weekly amount and everything will be fine. No, it's not okay. I CANNOT BE FORCED to pay the total of $7000 for a table and a bed, simply because the sale person "forgot" to tell me that this was a leasing and not financing. They said the manager would contact me on Thursday, no one called me, then they said they would call me yesterday and I'm still waiting. The 20th is almost here and they don't want to give a solution to my case. It's not my fault that the sale person was incompetent in NOT INFORMING that this would be a leasing. They gave me 2 options: return everything, even after having paid more than $1000 (apart from the downpayment) and lose all my money or keep everything and continue paying until I complete the remaining "$6000". It wasn't MY mistake, I didn't have the option to choose whether I wanted to lease or not. They simply did the leasing saying it was FINANCING. I do not recommend this store. They are great for selling, but for admitting a mistake and providing a solution to the customer, they are terrible. BE VERY CAREFUL if you go to buy there, they are scamming you.

NOTHING was done by City Furniture about my case. I've been trying to resolve it for at least 2 weeks and NOBODY has resolved it. Last Saturday after I left a bad review in the Google, they quickly responded telling me to send an email to kate.cityfurniture.com. I never heard back from this lady. The same day I received a call, but so far NOTHING has been done. Today I personally came to the store where I made the purchase, I spoke to two people. Apparently one is a manager, who was able to laugh in my face saying that the best option would be for me to pay everything today. The person simply thought about their commission on the day of the sale and "forgot" to tell me that it was a leasing that I was doing instead of financing. The only one wrong here in this story is the saleswoman and I even had to see the manager laugh in my face??? NEVER BUY FURNITURE FROM THIS STORE!!!!!!

The only thing they do is say they will call me within 24 hours and they never do. Today I was told that someone from Social Media will call me... What can the social media person do to resolve my situation?

Furthermore, they tell me to speak to Acima and when I tell Acima that I want to return the furniture, they hang up on me.

I bought for close to $9,000 in the last 3 years and in my last purchase I bought a warranty of 3 years. When my coffee table started chipping after few months from purchase date I called and they said to me that I should have called within a month of damage Was not mentioned to me at time of selling me warranty and the sales person even admitted that she did not know the 30 day limit for claim and they added that the chipping did not qualify under what was allowed They know what they doing is not right but yet despite all the money I spent with them they refusing to take the furniture for an exchange. I paid 500 for the warranty and now they say chipping is not covered so what is then? One more company on the do not trust List ! Shame on them

I am extremely disappointed with the service from City Furniture. The products arrived damaged and of poor quality. They had to be replaced, and even the replacements came in different shades. I do not recommend this company to anyone. It has been a very bad experience with terrible product quality and service.
Estoy extremadamente decepcionado con el servicio de City Furniture. Los productos llegaron dañados y de mala calidad. Tuvieron que ser reemplazados, y aún así, los reemplazos vinieron en tonos diferentes. No recomiendo esta compañía a nadie. Ha sido una experiencia muy mala con una calidad terrible en los productos y el servicio.