THE VILLAGES, FLORIDA -- Worst buying experience of my life!! I live in The Villages, Fl and recently purchased a six piece leather sectional from this company. Was talked into buying the 3 year in home service agreement also. Their rationale was that if ANYTHING went wrong within 3 years I would be fully covered for repair or replacement - my complete satisfaction was their goal (insert laughter here).
After it was delivered and assembled I noticed that 4 of the six pieces were not uniform. One recliner was two inches lower than the rest, one piece had very noticeable crooked stitching, another had a crooked upper cushion, and one back piece was stuffed so that looked like a pointed bra not a rounded cushion.
I called their customer "NO" service and a service tech appointment was set. They arrived, fluffed a few cushions and promptly said that nothing else could be done and left. After emailing customer "NO" service several times with no response I called and was told my issues were preference items and that was it. I asked the lady if she thought it was my 'preference' to have crooked stitching, sagging seat backs, and incorrectly stuffed furniture. The response was noncommittal. Basically I was told that there was no recourse - end of story.
After my experience I went online to research this company and was stunned to read the hundreds of negative reviews. My bad for not checking ahead of time. They absolutely do not seem to care. I have never encountered this type of stonewalling before. They will take your calls and wear you out saying no, no, no ad nauseam.
If anything, I have learned to check the online reviews of any company that I plan to make a major purchase from in the future. One positive note - I called my original sales person and requested a refund of the $315 service agreement charge. They complied after hearing of my experience with corporate. The sales person did not seem surprised at how I was treated.
MIAMI, FLORIDA -- If I could give no stars, I would! The delivery guys stepped all over the very rug they were delivering. When I pointed out a stain on a chair they delivered, they got very hostile and didn't want to take it back until I demanded they take it out of my home. They promised pillows with some of the furniture that was not delivered, the "manager" made promises to deliver it but never did. When they called to replace the chair that was stained, they changed the delivery time, without any prior notice, to a time I couldn't be home so they charged me $99.00 ($20 more than the value of the chair). I can't get a manager on the phone to talk to me about the pillows nor the chair.
Now I'm without pillows or a chair that were paid for and there is no recourse for me but to dispute it with my credit card company. FYI, the supposed sales manager was Derrick and the store manager who wouldn't take my call nor responsibility was Guy.
NORTH MIAMI BEACH, FLORIDA -- Manager G. & sales Rep I.R. in N. Miami Beach are Liars and will lie some more to cover their lies. Lied about product features, lied about picking up furniture, lied about return policy. Delivery personnel was asked not to drop off furniture but they left furniture anyway. Worst furniture store I have ever encountered. Also worst shopping experience of my life.
TAMARAC, FLORIDA -- HORRIBLE! I purchased a very expensive table, 8 chairs and a buffet from this company. The first table had been dropped on its end. They wouldn't replace it at first and had a company come out and "repair" it. Finally after many calls, they replaced the table. Within a couple of months the second table starting cracking on the top surface. They refuse to do anything about this. I spent over $3,500 on this set and they don't stand behind their products. NEVER will I purchase from City Furniture again!
MIAMI, FLORIDA -- City Furniture worst purchase experience ever. On April 4, 2014 I purchased a sofa at City Furniture in North Miami Beach, I scheduled to pick from its warehouse in Tamarac. The following day when I was about to leave my apartment, I called the warehouse. I asked if I could pay to have the sofa delivered to parents' house, instead of my apt and me picking up. The warehouse said that I would have to call my city representative that sold me the sofa for him to arrange it. I called my City Furniture representative who sold me the sofa.
He explained to have the new address inserted in the system he would have to re-do the invoice with the new delivery address. And in the time that he redo a new invoice I could lose the sofa because the sofa would be in the system for another store to sell it. I said that's impossible that someone will be buying this sofa in the next two seconds. And what kind of old system software that you can add a new delivery address after a customer has paid in full.
Nonetheless, I lost the sofa because there was a waiting list. A waiting list that the representative never mentioned. Because if there is a waiting list automatically when you void an invoice it goes to the first person in the waiting list. I would have never taken the chance in losing the sofa if there was a waiting list.
This is unbelievable. I paid for the sofa, the sofa was reserved for me at the warehouse. Because of an old software and a representative that can't inform the customer that you will lose the sofa for a waiting list I end up losing the sofa that I already paid for. How about welcoming City Furniture to the 21st Century. This is not acceptable. They resold what I already had paid for.
MIAMI, FLORIDA -- I bought a part belonging to a sofa bed (the mattress) at $ 150.00. Because the original was broken along the seams, and the disastrous City Furniture warranty did not cover it. For two months and 20 days my family waited for the mattress until we got tired and went to Ikea and bought a similar one that we started using.
Four days later, the mattress arrived to the Tamarac Warehouse and then to a truck for three days more when no one in City Furniture knew the location of the mattress (included Customer Services Phone, Tamarac Warehouse and the Cutler Ridge Store manager who was supposed to receive it at the end). When it finally appeared was in 88 St and 129 Ave store. Someone called me and told me to go to pick it up (I think was the manager of this store).
When I finish in my work I went to the store and I told him I did not want any more the mattress, and that I wanted to return it. He said I was to bring the receipt for cancel the order (Unfortunately, I did not take it with me). But then he suggested that I was to pick-up the mattress because otherwise he would be returning to the Tamarac Warehouse the next day.
I asked him if there was any problem to return it later and he said that if I went with the receipt and the mattress in the original package and labels to any store there would be no problem with the return. The next day we went to the store located in Cutler Ridge Miami and speak with the manager called **. This was the worst day of my life. This guy first said the refund had a charge of 10 % and we agreed. Then he called and spoke with another store manager to see “what could be done”. Then he said he could not accept it because the mattress had no refund.
We tried to get a good explanation because I have understood that before 90 days everything can be returned to the credit card if it has never been used and kept in the original packaging with labels and without the slightest damage and he said the City Furniture had a “tricky policy of no return”. I still do not know what it means.
I asked for a store credit to buy a recliner was worth about $ 599, but he neither acceded. Apparently $150 dollars are more important for this store than clients. Anyway, after the complaints I made that the employee ** signed the receipt as proof “I do not accept the return” and I will try to make a claim on Consumer Financial Protection Bureau.
From now and the eternity I will take care personally to keep every person that I know out of this Store.
PEMBROKE PINES, FLORIDA -- My son purchased a couch and matching chair at City Furniture. After the second day, we discovered that the arms of both pieces of furniture were collapsing. We found out that the arms were constructed of cardboard and thin padding as the repair representative did his best to fix the arms but after a few hours, deemed them irreparable. As a result, we then requested our money back and were refused by every supervisor in the corporate office.
We do feel strongly that this is just not right and the present policy of "under no conditions will there be a refund" does not represent good and just business practices for the consumer. Simply stated, it just is not a fair call in this situation; It is a shame that the company does not stand behind its product.
CUTLER BAY, FLORIDA -- I purchased a couch and two chairs for $3,500 and after delivery they were found to be infested with termites. I also purchased the extended replacement warranty. Customer service had me email photos of the 25 to 30 termites we found alive in and on the furniture. Customer service told me that termites were not covered by any warranty.
Despite numerous calls, I have yet to receive a call back, 9 days. The salesman and store manager take no responsibility for the damaged furniture. Basically this operation takes no responsibility for the quality of the furniture they sell and then does not honor the warranties they also sell. Avoid this furniture chain and spend your funds with honorable operations have customer service as one of their business practices
MIAMI, FLORIDA -- The absolute worst customer service I have ever had to deal with!! Do not buy any furniture here ever. Do not pay extra for the warranty because they will send three older ladies over your house who have no idea how to fix anything. They will take one look at your furniture and say "There is nothing we can do. Have a good day."
If you call and talk to any customer service representative they will say "There is nothing we can do. Have a great day." I have a handle in the middle part of the couch so that part can recline. The handle sticks out so if you sit on it the handle goes where the sun don't shine. An obvious safety hazard especially for kids. They told me "just don't sit there."
So basically don't sit or lay on that area of the couch and "That's the way it's made. Have a good day. If someone gets hurt call us and we'll send a tech." So again, do not waste your time with this company, the worst customer service you will ever find. Pass the word that City Furniture is a rip off. They are scam artist with a smile. They will take your money and deliver crap.
TAMARAC, FLORIDA -- We purchased over 6 thousand dollars worth of furniture only to receive a defective sofa. We contacted them and they setup a service call for the sofa. The service call resulted in a recommendation of exchange. We scheduled an appointment for exchange only to be stood up after waiting the entire day for them. I called customer service and setup a 2nd date for exchange. The issue is we live in a condo with restrictions for delivery. We have stated this from the beginning. They say they respect this but they either don't show up or they show up late.
I'm now sitting here waiting again for the delivery people. We had a block time of 9-12. It's almost 5 pm. I have been on the phone with them all day trying to figure this out only to be lied to. Please don't buy from City Furniture. I promise you'll regret it.