I purchased a table and chairs for my dining room in July 2021. The sales associate told us that it was on back order until mid – August and we agreed to this.
The table was delivered damaged and reported the same day, we were given an option to exchange the table, or have it repaired but the exchange would be back ordered until October now. Still, we decided to take the new table because we didn’t want a repair, we wanted what we paid for “A brand new undamaged table”.
I never heard anything from them in October and contacted this time though a chat style discussion and was again told we could get it repaired but the new table would be delivered January 3rd 2022. Today is January 24th and I’ve heard nothing from them, I called the store this time to request a manager there and was told they had no control but would have someone from their customer care representative contact me.
They did call only to tell me now again I could get a repair but would have to wait until late April to receive my table. Both of the last two times when informed about the repair I asked to get the repair tech out but wanted to stay in line for the exchange in case it wasn’t repaired 100% and was told no. This is the worst experience I’ve ever had with a company purchasing and will never spend money with them or Ashley again.
I bought a chair there and when delivered, the threads at the seams of the material on one of the arms had pulled loose. After time it would cause the material to come apart.
I reported the issue within one hour of delivery. I was contacted by customer support who said they would send a technician to repair the defect. I explained that new furniture (or any other product for that matter) should not require repairs.
The rep then asked me if I would accept the furniture “as is” in exchange for a gift card or discount on the item. We all work really hard for our money so why would I accept a defective product?
At this point I told the rep that I just want to return the chair for a full refund. I was then told that they would exchange the chair for a brand new one. This should have been option #1 instead of offering a repair or a gift card. At this point I stated that I simply wanted to return the chair for a refund and be done with it. The rep then said they do not have a return policy and that I would need to agree to one of the options presented to me.
The salesperson at the store stated I had 24 hours to report any damage or defects, which I did. I was NEVER told that once the piece has been delivered that you cannot return it, even if it is damaged. Had I known this, I would have left without buying anything.
What reputable organization would have a policy like this? I am not trying to scam the company. I am simply not satisfied with the chair or the options presented to me.
City Furniture cares nothing about the satisfaction of its customers. Go on Consumer Affairs and read the thousands of overall 1-rated customer reviews. I wish I had before I did business with them. I will not be doing business with City Furniture ever again and will use every social media platform available to me to ensure that other consumers are made aware of their “no return” policy. I highly recommend you do not engage in business with this company.
We received a bed from my son. It was delivered in December and purchased in November. We were moving out of state and did not open the boxes until we arrived at our new place. To out surprise the head board was missing part. Contacted City Furniture and they said we should receive them within 2 weeks, we asked them to take them out of another box. The response was they can’t do that. After the 2 weeks and the parts did not arrive, we called again. Of course now they were on back order, doe April 15th. When they did not arrive, we called again and still on back order, due May 24th.
We have guests arriving in June, so we figured they would be in then. On May 26 we called again and was told still on back order now until June 23rd. They can’t do anything because it’s a vendor problem. Ask to speak with a supervisor and they didn’t want to talk to us. The person on the phone said the supervisor said there was nothing thy could do. Who knows if they will ever be in and they are unwilling to do anything to resolve this problem.
October 2020- purchase in the amount of $500 with visa debit card AND gift cards (scheduled delivery date 12/26)
December 26, 2020- was out of the country and had a friend stay at my place to receive the delivery which never came, call customer care because your phone number wasn't readily available on your email signature. Was informed that order had been delayed to February possibly. I expressed my disappointment with the lack of communication about the change. No call, text or email from my sales person or anyone from City Furniture for that matter to advise of the change.
January 2021- I call customer care to advise them that I have moved and need to update my address. Customer Care is unable to help me because only sales can make that change, however sales person isn't available so they take my new address and say they will pass it along.
February 7, 2021- I receive a text message about an upcoming delivery and get really excited only to learn that it's going to my old address! I spoke the sales person and expressed my frustration with the process, he were apologetic and stated he never got that information from Customer Care (not your fault) and that would update it. He called me back later that same day to tell me that the item came in damaged and I'd have to wait until March to get another one. I effusively explained how this experience had left me with little confidence that I would receive the item and just wanted my money back to find an alternative item because I needed it sooner. He emailed me indicating that the refund was returned to my bank and would take 7-10 business days.
February 25, 2021- Seeing how it was 10+ days and Wells Fargo stated there were no pending transaction, I called the sales person at the number listed in your email only to learn that you are now in Corporate Sales and needed to find him at another number. When I called the right number I learned that he was off however one of his colleagues was able to look into my account and inform me that the refund was actually processed via check and sent to my old address. Unfortunately all he could do was inform me and I would have to once again call Customer Care for further assistance. I spent 2.5 hours on the phone with them going back and forth on this (spoke to 3 people) only to learn that "accounting will have to mail me another check in 7-10 business days).
City Furniture has now had my money for 5 months with zero merchandise in return and because of internal communication failures and all they say "sorry, you'll have to be patient". Not quite sure how much more patient City Furniture expects me to be when I've been waiting 30 days for my money with no clue or confidence when I might actually get it back. Living in an age of technology where payments can be made instantly on line and through apps the concept of refunding money in 7-10 business days sounds less than convenient for the customer, especially as City Furniture didn't wait 7-10 days to collect payment when I made the purchase.
I purchase this sofa in Oct 2019, in washed it in April 2020 on delicate cycle for 15mins as I retrieve it from the washer I notice *** it the fabric here it starting falling apart not one hole but 5 holes. I called City Furniture 3 times and each time was told that it was on backorder due to COVID-19 and when available they would ship it to me. So, today Nov 29, 2020 at 8:45am someone from City Furniture calls and informs me that I will not be getting a replacement slipcover and that I can purchase a replacement from them.
I'm appalled and horrified that I been lead on to believe that I would be receiving a replacement slipcover for my Bree sofa. I feel, bad that the salesperson that sold me the sofa will not get the commission on the dining room and guest bedroom set I planned on ordering after Christmas. When I called the Customer Service so I can call the manufacturer about a replacement, guess what the manufacturer is Kevin Charles which is made by CITY FURNITURE.
I'M SO DISGUSTED WITH THESE COMPANIES CHEATING CUSTOMERS WITH POOR PRODUCTS AND NOT SHOWING GOOD FAITH BEHIND THEIR PRODUCTS AND NOT FOLLOWING THROUGH WHEN THEY SAID THEY WOULD REPLACE MY SLIPCOVER.
City Furniture does not care about you the furniture they sell or anything else for that matter. I had the unfortunate pleasure of buying to couches from them. One is great the other is literally falling a part. Threads are pulling off, feathers are popping out everywhere, holes are appearing. I can't imagine a clearer case of a Manufacturers defect. I have been on hold for for over 4 hours in the three phone calls I have made to their warranty department. I submitted pictures 4x of the damaged area.
Each time I am told they don't have them. I finally get someone on the phone who can find the pictures and they tell me to take it up with the manufacturer. I called Kevin Charles. They told me that they sell exclusively to City Furniture. What a joke! I call City Furniture back and they now want to charge me to come out and take a look to see if it is in fact a manufacturers defect. I refuse to give them anymore money. BUYER BEWARE! I am definitely calling the Federal Trade Commission. You should too!
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 didnt 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 Im 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.
Lastly, notice the response from this store to everyone's complaints... its the same "send an email to us" but no response and no care for the customer nor the issue.
City Furniture Reviews
I purchased a table and chairs for my dining room in July 2021. The sales associate told us that it was on back order until mid – August and we agreed to this.
The table was delivered damaged and reported the same day, we were given an option to exchange the table, or have it repaired but the exchange would be back ordered until October now. Still, we decided to take the new table because we didn’t want a repair, we wanted what we paid for “A brand new undamaged table”.
I never heard anything from them in October and contacted this time though a chat style discussion and was again told we could get it repaired but the new table would be delivered January 3rd 2022. Today is January 24th and I’ve heard nothing from them, I called the store this time to request a manager there and was told they had no control but would have someone from their customer care representative contact me.
They did call only to tell me now again I could get a repair but would have to wait until late April to receive my table. Both of the last two times when informed about the repair I asked to get the repair tech out but wanted to stay in line for the exchange in case it wasn’t repaired 100% and was told no. This is the worst experience I’ve ever had with a company purchasing and will never spend money with them or Ashley again.
I bought a chair there and when delivered, the threads at the seams of the material on one of the arms had pulled loose. After time it would cause the material to come apart.
I reported the issue within one hour of delivery. I was contacted by customer support who said they would send a technician to repair the defect. I explained that new furniture (or any other product for that matter) should not require repairs.
The rep then asked me if I would accept the furniture “as is” in exchange for a gift card or discount on the item. We all work really hard for our money so why would I accept a defective product?
At this point I told the rep that I just want to return the chair for a full refund. I was then told that they would exchange the chair for a brand new one. This should have been option #1 instead of offering a repair or a gift card. At this point I stated that I simply wanted to return the chair for a refund and be done with it. The rep then said they do not have a return policy and that I would need to agree to one of the options presented to me.
The salesperson at the store stated I had 24 hours to report any damage or defects, which I did. I was NEVER told that once the piece has been delivered that you cannot return it, even if it is damaged. Had I known this, I would have left without buying anything.
What reputable organization would have a policy like this? I am not trying to scam the company. I am simply not satisfied with the chair or the options presented to me.
City Furniture cares nothing about the satisfaction of its customers. Go on Consumer Affairs and read the thousands of overall 1-rated customer reviews. I wish I had before I did business with them. I will not be doing business with City Furniture ever again and will use every social media platform available to me to ensure that other consumers are made aware of their “no return” policy. I highly recommend you do not engage in business with this company.
We received a bed from my son. It was delivered in December and purchased in November. We were moving out of state and did not open the boxes until we arrived at our new place. To out surprise the head board was missing part. Contacted City Furniture and they said we should receive them within 2 weeks, we asked them to take them out of another box. The response was they can’t do that. After the 2 weeks and the parts did not arrive, we called again. Of course now they were on back order, doe April 15th. When they did not arrive, we called again and still on back order, due May 24th.
We have guests arriving in June, so we figured they would be in then. On May 26 we called again and was told still on back order now until June 23rd. They can’t do anything because it’s a vendor problem. Ask to speak with a supervisor and they didn’t want to talk to us. The person on the phone said the supervisor said there was nothing thy could do. Who knows if they will ever be in and they are unwilling to do anything to resolve this problem.
October 2020- purchase in the amount of $500 with visa debit card AND gift cards (scheduled delivery date 12/26)
December 26, 2020- was out of the country and had a friend stay at my place to receive the delivery which never came, call customer care because your phone number wasn't readily available on your email signature. Was informed that order had been delayed to February possibly. I expressed my disappointment with the lack of communication about the change. No call, text or email from my sales person or anyone from City Furniture for that matter to advise of the change.
January 2021- I call customer care to advise them that I have moved and need to update my address. Customer Care is unable to help me because only sales can make that change, however sales person isn't available so they take my new address and say they will pass it along.
February 7, 2021- I receive a text message about an upcoming delivery and get really excited only to learn that it's going to my old address! I spoke the sales person and expressed my frustration with the process, he were apologetic and stated he never got that information from Customer Care (not your fault) and that would update it. He called me back later that same day to tell me that the item came in damaged and I'd have to wait until March to get another one. I effusively explained how this experience had left me with little confidence that I would receive the item and just wanted my money back to find an alternative item because I needed it sooner. He emailed me indicating that the refund was returned to my bank and would take 7-10 business days.
February 25, 2021- Seeing how it was 10+ days and Wells Fargo stated there were no pending transaction, I called the sales person at the number listed in your email only to learn that you are now in Corporate Sales and needed to find him at another number. When I called the right number I learned that he was off however one of his colleagues was able to look into my account and inform me that the refund was actually processed via check and sent to my old address. Unfortunately all he could do was inform me and I would have to once again call Customer Care for further assistance. I spent 2.5 hours on the phone with them going back and forth on this (spoke to 3 people) only to learn that "accounting will have to mail me another check in 7-10 business days).
City Furniture has now had my money for 5 months with zero merchandise in return and because of internal communication failures and all they say "sorry, you'll have to be patient". Not quite sure how much more patient City Furniture expects me to be when I've been waiting 30 days for my money with no clue or confidence when I might actually get it back. Living in an age of technology where payments can be made instantly on line and through apps the concept of refunding money in 7-10 business days sounds less than convenient for the customer, especially as City Furniture didn't wait 7-10 days to collect payment when I made the purchase.
I purchase this sofa in Oct 2019, in washed it in April 2020 on delicate cycle for 15mins as I retrieve it from the washer I notice *** it the fabric here it starting falling apart not one hole but 5 holes. I called City Furniture 3 times and each time was told that it was on backorder due to COVID-19 and when available they would ship it to me. So, today Nov 29, 2020 at 8:45am someone from City Furniture calls and informs me that I will not be getting a replacement slipcover and that I can purchase a replacement from them.
I'm appalled and horrified that I been lead on to believe that I would be receiving a replacement slipcover for my Bree sofa. I feel, bad that the salesperson that sold me the sofa will not get the commission on the dining room and guest bedroom set I planned on ordering after Christmas. When I called the Customer Service so I can call the manufacturer about a replacement, guess what the manufacturer is Kevin Charles which is made by CITY FURNITURE.
I'M SO DISGUSTED WITH THESE COMPANIES CHEATING CUSTOMERS WITH POOR PRODUCTS AND NOT SHOWING GOOD FAITH BEHIND THEIR PRODUCTS AND NOT FOLLOWING THROUGH WHEN THEY SAID THEY WOULD REPLACE MY SLIPCOVER.
City Furniture does not care about you the furniture they sell or anything else for that matter. I had the unfortunate pleasure of buying to couches from them. One is great the other is literally falling a part. Threads are pulling off, feathers are popping out everywhere, holes are appearing. I can't imagine a clearer case of a Manufacturers defect. I have been on hold for for over 4 hours in the three phone calls I have made to their warranty department. I submitted pictures 4x of the damaged area.
Each time I am told they don't have them. I finally get someone on the phone who can find the pictures and they tell me to take it up with the manufacturer. I called Kevin Charles. They told me that they sell exclusively to City Furniture. What a joke! I call City Furniture back and they now want to charge me to come out and take a look to see if it is in fact a manufacturers defect. I refuse to give them anymore money. BUYER BEWARE! I am definitely calling the Federal Trade Commission. You should too!
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 didnt 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 Im 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.
Lastly, notice the response from this store to everyone's complaints... its the same "send an email to us" but no response and no care for the customer nor the issue.