City Furniture Reviews 

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.

I purchased a couch from City Furniture along with their warranty, expecting peace of mind. Unfortunately, when I needed to use the warranty, they refused to honor it! Every issue I reported was somehow not covered, and when I asked what was covered, the answer was basically nothing.

To make matters worse, their policy clearly states that if the warranty isn't used, you get a refund in the form of a gift card. Since my claim was denied, I requested my refund--but then they told me that because I made a claim (even though they rejected it), I forfeited my refund! This is completely misleading and unfair.

This is a classic case of a company selling a useless warranty just to take more money from customers. Their customer service was unhelpful and dismissive. If you're considering buying furniture from them, DON'T waste your money on their so-called warranty--it's a total scam. I regret my purchase and will never shop here again!

First of all YOU CAN NOT get a customer service rep on the line to save your life. Terrible customer service. Salesman was nice enough (but he is working for the sale so there is that) but he also led me to believe that if I did not use the warranty on the grossly overpriced furniture that I would be issued a refund for part of the amount paid. I had to call TWICE to get the warranty refund when it was due. When it finally arrived in the mail I had less that 30 days to use the money which wasn't money at all but a store credit only. Then in the super fine print on the back of the letter it said I could not use online only in store. BAD POLICY and TERRIBLE SHADY business. I was warned not use this company but it was the only one that had the piece I needed that would fit in my place. I am very disappointed that this is what business has come to.

Worst Customer Service and Shady Practices – Avoid City Furniture at All Costs

I cannot stress enough how terrible my experience with City Furniture has been. I’ve dealt with countless furniture stores over the years, but this company has set a new low for customer service, reliability, and professionalism. If you value your time, money, and sanity, stay far away from City Furniture.

Incident #1:
I bought a couch that came in three pieces—two side pieces with motors requiring power sockets and a middle piece that was supposed to connect the motors. Instead of providing the correct cable to connect the motors, City Furniture sent the wrong cable. The technician who installed the couch confirmed it was their mistake and told me to open a dispute to get the correct cable.

What followed was an exhausting two-month ordeal of being ignored, passed around, and treated like my time didn’t matter. When they finally responded, instead of just sending the correct cable, they decided to replace the entire piece—unnecessarily complicating the issue. They scheduled three deliveries, didn’t show up for any of them, and eventually, I gave up entirely.

Incident #2:
Against my better judgment, I returned to City Furniture to purchase an additional piece for the couch to make it larger. I explicitly told the sales representative, Arnaldo, about my prior nightmare experience, and even he admitted that City Furniture is infamous for having “the worst customer service in the world.” He promised me that this time it would be different. He assured me that the new piece could be delivered before the 18th, which was my only condition for the purchase.

Of course, they didn’t deliver on time. I was forced to reschedule for the 24th with a delivery window of 9 AM to 1 PM. On the 24th, at 9:10 AM, I received a text saying the delivery was canceled because they were “missing a part.” I called, texted, emailed—every possible means of communication—only to be completely ignored by everyone at City Furniture.

I requested a refund, but because I paid in cash, they outright refused, claiming that refunds are not possible. Not only is this ridiculous, but it’s also borderline theft.

The Cherry on Top:
Twice, I received calls from a representative named Harry from their social media department. He promised to resolve the issue if I deleted the honest review I left about my experience. Yes, City Furniture cares more about covering up their failures online than actually addressing them. When I refused to delete the review, Harry told me I’d have to “deal with it” and reiterated that I would not be getting a refund.

City Furniture is a disgraceful company that thrives on deception, disregard for customers, and empty promises. Their lack of professionalism, broken delivery commitments, and refusal to issue refunds demonstrate an organization that cannot and should not be trusted.

Do yourself a favor: shop elsewhere. Any other furniture store will treat you better than City Furniture. Spare yourself the wasted time, frustration, and money.

In September we order a piece of wall art (paid for it) and was told that it was back ordered and would be in early January. In checking on the availability for a January delivery we were advised it was back order until June 2025. We had inquired about the one on display and were advised they did not sell the display items. Today when we went to the store the display art was gone and we were told it was sold. We inquired if any other store had one and we were told to go to Naples. We asked if they could call the Naples store and they said they could not. They would email the store but would not call them. They them told us that if Naples had one we would need to pay for delivery as the item would not be coming from a warehouse. The Fort Myers store could have cared less that our order was made and paid for in September and they were not going to do anything to help us. We had previously sent our salesman an email, left messages for him, spoke to customer service at the store and received zero in response, hence the reason we went to the store today. We previously had asked for a refund twice and still as of today it was still showing open and not refunded. One of the supervisors was too busy to attempt to correct this issue and told us to go to Naples and see what they had, again at our cost for delivery. Terrible customer service considering they have held our $400 since early September.

Bad quality and scam
I spent $10k between a marble Dino g table and a living room set. They sold me the warranty to supposedly cover any damages. It has a been 18 months since ce the purchase I tried to have two claims: one for the couch and one for the marble table and they said that neither one is covered. So what is covered? This is a scam and a way to steal money.
I would not recommend anyone to purchase from here as the quality is extremely bad for what you are paying.

Don't ever buy a service plan with your furniture. The company will make up reasons to not honor it.

We ordered a dresser, mirror, two night stands, and a chest which was all on back order. Order date was 11/9/24, first delivery date is 12/31/24. We were okay with the fact that it was on back order and have been waiting. So we get an email, finally saying that we are scheduled for delivery. Day of delivery comes and the delivery driver calls saying it’s only for the mirror and do we want to wait until the rest comes in. We said yes we will wait obviously because what good is it to get a mirror delivered without the dresser to attach it to. So I call the customer service line and they tell me the dresser is discontinued. So here they were about to deliver a mirror to a dresser that I was never going to get. Then they were going to deliver the other furniture the next week. An incomplete set!!! At this point I’m furious with all this. They should not have us paying for furniture we aren’t going to get and be delivering us incomplete sets without letting us know. Had I not called in to find out what was going on that’s exactly what would’ve happened. I asked can we buy the dresser that’s in the showroom at a discount then? They say they will look into it. They didn’t do that or anything of course. So before hanging up I asked them to get me on the phone with a manager and no one is available so they say they will have them call me back and no one ever did. So today 1/8/25 I call them. The do nothing to make up for this mess and simply only say I can find new stuff to order. The least they could do is offer a discount on furniture seeing as we have to wait even longer after waiting two months for furniture. Not to mention wasting a credit inquiry getting a line of credit with them. After this ordeal we are not interested in buying furniture from them. Absolute worst customer service, I wish we never ordered with them at all. We will not be customers with this type of service.

Horrible company, cancelled scheduled delivery because “I did not confirmed” even tho I did so few times over and during purchase I told them that there us no elevator and no association approval needed. Poor cystomer service. I had to skip work do they could deliver, and now I need to do it again.

Started at the store & after getting selecting a house full of furniture the amount looked considerably off. When asking why so much the rep failed to mention that not only was the $2500 bed on there twice but she added the in home service protections that we explicitly said we did not want for another $1200. Tried the online store and placed the order at 122p and it said pending invoice. Chatted with a rep to confirm the order number we were provided & was told the system will catch up later in the day. An hour later I chatted again and was told due to the influx of orders, it will be fine once they catch up. Tried an hour later with a third rep, Keith, and voiced my concern, he advised me that the system was down all day and no order was placed. That would have been a useful piece of info 3 hrs ago. I asked for a manager and was given customer care. My wife called Keith and he said he can place the order for her on the phone, except, the order was in limbo an no longer in our cart, so we could not retrieve it. I spent more time to re-create the three pages of items and sent it to him. Not one for handouts, I did request some sort of concession for the four hours wasted and being mis lead by the first two reps, he said there was no promotions so there was nothing he could do. I once again asked to speak with a manager and was given corporates numbers. Finally received a call from Betty, a supervisor and explained my displeasure of not being transparent from the start, not getting clear answers and wasting half my day back and forth with a simple solution. She went on to say the card was declined due to fraud. If it was declined, why would I receive an order number and invoice pending? Why would I have not saw a "DECLINED" page rather then an order number? Why were the first to reps not able to tell me this and simply say, It will be fine later. Clearly it was not. I sent her over the order a third time and asked for at least a delivery fee comp for the frustration and lack of transparency. She said she would ask a manager. The manager came back with $100 off, a whole $100 for four hours wasted. The items selected were not on sale, no percentage off like they sometimes offer, nothing. I advised her of my disappointment and that was not a way to try and right a wrong when the company certainly could have handled it better all the way around. Mistakes happen, issues arise, its how it is handled that makes the difference. This has been a comedy of errors in my opinion. $100 IS $100, however, it was insulting to me after all of the hassle and run around that a manager would not try to earn my business or client retention. I now understand why thier reviews are well below par. Too many other options out there and will gladly give my business to someone that wants to get it.

Please avoid them. They cancelled a delivery few hours before for a system failure. The customer service is a joke. Never again
I'm waiting for their bankruptcy

City Furniture in Terrace British Columbia has very rude workers to deal with. We had purchased a couch set and upon delivery, the movers were very incompetent and damaged the newly painted wall and are now unwilling to cover the costs of repairs, stating that it is not in their policy, I am writing on behalf of my mother, who is an elder. The movers also damaged the back of the couch with their negligence

Incorrect return information and not honored. I was told by the store and the delivery person I had 24 hours to return and would pay a $99 restocking fee. I called to return it within a few hours of delivery( color different, bad smell and doors cheap) and was told that is not the policy and they will not take it back!

Purchased a couch in March (it's November now) cushions have fallen apart and tarp material is stretched and makes a lot of noise when you sit. Purchased the extended warranty and they refuse/deny the claim. Technician recommended replacement of the couch. Warranty dept refuses to allow us to talk to a supervisor. We have to settle this issue in court. DO NOT BUY FROM CITY FURNITURE

Love my purchases however a delivery man knocked a lamp over and broke it. He told the driver and the driver told me to contact my sales person. Customer service sent me an email to explain the damage along with some photos sent. Now it has been three weeks with no resolution to replace the lamp or provide me with compensation. They have ghosted me.

If you’re considering purchasing furniture from City Furniture, I strongly advise you to think twice. We recently remodeled our entire home and decided to buy all of our new furniture from City Furniture, including bedroom sets, a dining room set, couches, tables, and stools. We invested a significant amount of money, expecting quality products and customer service to match. Unfortunately, this couldn’t have been further from the truth.

One of our pieces, a buffet table that completes our dining room set, arrived damaged. When we contacted City Furniture, we were informed that this was the last available item. Instead of offering a proper replacement, they suggested sending someone to “fix” it—as if that would be acceptable for an expensive, brand-new piece.

To make matters worse, they offered us a ridiculously low amount in gift cards as compensation. Even after pressing for something more reasonable, their “final offer” was a $375 discount, which feels insulting given how much we spent at their store.

We’ve had a frustrating experience dealing with City Furniture and feel they didn’t show an ounce of respect for a loyal customer. Save yourself the hassle and shop somewhere that values their customers. I would not recommend City Furniture to anyone based on this experience.

Sincerely,

Danny Cejas