CITY Furniture — Attraction in Altamonte Springs

On 9/28/24, my husband and I visited the Altamonte Springs store and viewed the Pearson power reclining sectional and power reclining chair in grey. We were quoted $4,400, which included 7% off, in-home warranty, and stain protection. We needed to measure to make sure it would fit, so we left the store without purchasing. We decided to purchase later that night, and processed the order over the phone. At that time, we were told the total price came out to $4000. We were sent a "cart" that showed the left power recliner, right bumper, and reclining chair. We questioned multiple times whether the order was missing the armless chair between the power recliner and right bumper. We even sent a screenshot to the sales associate circling the item we were talking about. She confirmed with her manager that it was apart of what was in our cart. We were told the right bumper would not be available until mid-November, but the left recliner (with armless chair) and recliner seat were available to be delivered later that week. We were ok with this because we would have the reclining chair and left side of the couch available to us while we waited.

Upon delivery, we only received two boxes. At that time, we questioned the driver and the person on the phone, and they confirmed the delivery was correct. When we opened the boxes, we realized we had received a single left recliner and single right recliner - making up a power reclining loveseat. We contacted the store, and the sales associate admitted that she had made a mistake. She told us that there would be an additional charge to get the correct items. Also, the correct left power recliner and right bumper now wouldn't be available until December. This was very frustrating as part of our decision was made upon our budget and timing of delivery. We spoke to the manager, who honored the 7% off, offered $100 off for the inconvenience, and "threw in" premium delivery, which turned out to be a promotion ran for that weekend.

We were told that the power recliner would be delivered on 10/11/24, and the incorrect items would be picked up at that time. Again, frustrating us because we are left with one chair until December now. Today we received an email stating the power recliner has been delayed.

We have zero confidence that after waiting 2 months and spending over $4,000 that we will receive the correct items come December. In addition, the lack of customer service makes me question the value of the in-home warranty and stain protection. This issue needs to be made a priority. We either need a firm answer on when our items will be delivered or we need to cancel our order and go elsewhere. A solution for the next two months would be greatly...

The furniture is decent, the selection very good, and the pricing is generally good. So a 1 star review is probably a little unfair. However, their customer service is awful. If you want to do business with this company, be ready for damaged furniture, jumping through hoops, and ghosting from both the sales consultant and the sales manager (Robert Roman).

In early November, we purchased 3 pieces of furniture that were in stock. I also paid $188 for them to inspect the furniture prior to shipping, deliver, and install. Well they didn't do the inspection part, and one of the couches had 2 stains on it. Brand new, stained. So we had to submit a ticket and supply pictures. Then we had to make sure we were home for a technician to come and try to remove the stain. He couldn't and told us to submit a new ticket. A week later, we were no closer to a resolution. We contacted our sales consultant for help, and she asked for the same pictures to be sent to her, so she could follow up with customer service. Customer service already had the pictures. We were offered $100 to accept the damaged furniture, or $200 in store credit. I wasn't getting anywhere so I decided to walk into the showroom. There I met my consultant, who said the best she could do is replace the couch. I said, fine, that's all I wanted in the first place, and undamaged couch. I requested my $188 back, since they didn't actually inspect anything, and I had to do so much more in this transaction than was originally agreed upon (We pay them, we be home for delivery, they deliver and install). Then the sales manager introduces himself. He says that he can't give us any kind of financial consideration when they are replacing the couch. I said that I paid in full, but I was forced to be home, take pictures, submit a ticket, be home for the tech, take pictures, submit a 2nd ticket, contact my sales consultant, drive to the showroom again, send the same pictures again, then be home for the replacement delivery a month after we were supposed to have brand new furniture. Don't you think it's unreasonable to ask me to do all of that for free? Can I get my $188 back? I agreed to accept just $100, the same $100 they offered to give me for taking damaged furniture. Robert (manager) agreed. Furniture was delivered, they never credited the $100. I emailed the manager, no response. I emailed the sales consultant, no response.

At the end of the day, we got the furniture a month late, and they lied about a credit. Then they ghosted me. Be...

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.

I will update this review and say that Lattanna called us and helped us to her best ability and she was very professional. She even agreed it was Kelly’s responsibility to properly inform us on our purchase and that Kelly dropped the ball. However, I cannot in good moral faith remove the one star review nor Kelly’s name specifically as these events of selling us something in poor faith as well as the harassment we endured from Kelly on a personal level still happened and were still very unprofessional an...