Furniture City — Attraction in Fresno

Paid $4000 for a bed set back at the end of May was told I was going to be receiving it within 4 to 6 weeks. After over 16 weeks still no bed set. Over the course of the 16 weeks have been a struggle with these people. After multiple failed promises I finally requested a refund for the bed set that I ordered since I had already made three payments and still had received nothing. I told my sales associate Junior that I would come in and reselect after this Covid pandemic was over and The expected date that I would be given would be a for sure thing. Waited a week and finally contacted the credit card company that I purchased the furniture through to see if they had refunded the money sure enough they didn’t. So I opened up a dispute. I contacted the furniture store on Friday September 25th and spoke with Omar. I explain to him my situation and frustrations and he informed me that he was going to submit a refund request to one of the higher ups and that I would be receiving a phone call the following Monday, September 28. Well Monday came and no phone call so on Wednesday I contacted the credit card company again to give them an update on what’s going on so that they can note it down in the dispute case. I was told by them to contact the furniture store to see if I can get something in writing stating that I was going to be getting a refund. So I immediately got off the phone with them contacted the store was placed on hold for 25 minutes and after 25 minutes I hung up and called back demanding to speak to Omar or Junior and that very moment. (Mind you this is not the first time I’ve been left on hold for more than 25 minutes). Junior immediately got on the phone and I inform him that I am unhappy and that I have requested multiple times for my refund to be pushed through and nothing has been done. His words to me were “you have to come in and re-select“. My response to him was “you know what I told you which I have in text that I will come in and reselect after this Covid pandemic is over with” he then proceeded to tell me that he could not issue me a refund until I came in and re-selected another set. (So wait now you’re going to force me to do business with you? Oh no that is not how I operate or work! Now I’m done) I informed him that I will now not be coming in and re-selecting and he will still be a issuing me my refund. I asked him “you expect me to continue paying for a bedroom set that I have never received?“ His response to me was “yes until you come in and reselect“. I informed him that this would be the last time I contacted him and the store directly the next person that will be contacting is my attorney and I will be seeking more than just my $4000 refund if it gets to that point. His response was “ok that’s fine”. So guess what? That’s how this company wants to play? then let’s play! At this point they are committing Grandtheft! I may be young but I’m wasn’t born yesterday and have no fear in taking crooked run companies like this down. Already filed a report with the Better Business Bureau and Department of consumer affairs. Save yourself the hassle and don’t do business with this company. Spend a little extra and go over to a reputable store like Ashley‘s or fashion furniture I promise you you wont be...

UPDATE 4 YEARS LATER: As much as our experience with Furniture City was not the best. I wanted to update everyone on the quality. This has been one of the best couches we have had. Everyone always compliments us on how comfortable it is. We have now moved 3 times and have 2 kids, and it has held up for every move and every child spill as well. We can throw the cover in the wash, so that has been a life saver! I hope 4 years later their customer service has gotten better, but I will give them 5 stars on the quality of our couch.

When my husband and I first came into the store customer service was good (4 stars for that) and people were helpful, but what has happened since is why this will be my first and last purchase with Furniture City. Unfortunately, I have gotten inconsistent information, people seem to be annoyed when I call for an update, and no one can give me a specific estimated delivery time. I was quoted 8 - 12 weeks for delivery (Told it usually doesn't take that long), but my problem is depending on who you ask that time frame is different. The last time I called I was told that 12 weeks would be next Monday and the couch "should" be here by then or a little after. I called this Monday to make sure everything was on schedule and was told by someone else that 12 weeks is not this Monday and that the couch "should" be here by the end of the month. Mind you it has been almost 3 months (May 18, 2020) since me and my husband went into the store and ordered the couch. It is always "should be" with them. There is no specific estimated delivery date. So I am not very hopeful the couch will be ready by the end of the month. I have never ordered furniture where delivery is up in the air or this long. There is always a specific estimated date and they might go over that a little, but it gives me an idea of when it should be here. I went to Bob's furniture and ordered 6 bar stools and was quoted 2 weeks (with a specific delivery date of 6/27) and the bar stools were delivered on time. If I could I would cancel the order and get another couch from somewhere else, which would probably be here before this couch was even ready, but THEY DON'T DO CANCELLATIONS. So, my advice is do your research, check out other stores, look at the different delivery times before making a decision because 3 months is a long time to wait for furniture. AFTER LOOKING AT SOME REVIEWS I AM VERY DISAPPOINTED. THIS SEEMS TO BE A REOCCURRING ISSUE WITH FURNITURE CITY. THEY DO A GOOD JOB GETTING YOU IN AND GETTING YOU TO PURCHASE, BUT AFTER THAT EVERYTHING FALLS SHORT. SEVERAL PEOPLE HAVE BEEN WAITING A LONG TIME FOR FURNITURE AND CAN'T GET ANY ANSWERS, SOME HAVE TRIED TO USE THE INSURANCE (WHICH ME AND MY HUSBAND GOT AS WELL) AND SAID IT WAS A HASSLE AND THEY MAKE IT HARD, ETC. FURNITURE CITY NEEDS TO DO A BETTER JOB TAKING CARE OF THEIR CUSTOMERS THROUGHOUT THE WHOLE PROCESS NOT JUST UNTIL THEY MAKE A SALE. IF YOU TAKE CARE OF THE CUSTOMERS AND PUT THEM FIRST YOU WILL HAVE REPEAT CUSTOMERS (JUST A THOUGHT). DEFINITELY NOT SHOPPING HERE AGAIN. ME AND MY HUSBAND PUT $1,000 DOWN FOR OUR COUCH. I WOULD LET THEM KEEP THAT AND CANCEL MY ORDER IF I COULD...

We purchased a dining table set back on 8/28/2020. We were reassured that the dining table set was going to arrive in 6 to 8 weeks after purchase. I asked them if for sure the dining table set was going to arrive before Thanksgiving and the sales representative said yes. His exact words were "yes, I guarantee you, you will have it before then". 8 weeks went by and we called to follow up about the delivery, they said they are running behind in getting inventory and it will take a little longer, but no exact date was given. Now, keep in mind that the 6 - 8 weeks was already considering the Covid-19 issue delays. We called several times in December, same outcome. We called again several times in January and had the same outcome. We now called in February and had the same outcome, now the tentative delivery day is until March. We even spoke to the manager this last time in January and he said he was going to give us a call and we never received a call. Same with the rep, he always promised to call back and never did. Over this period of 5 months we have lost count on the amount of times we have called and went in into the store to get a definitive answer on when we are going to get the dining table and all we get is an ingenuine apology. At one point they offered to give us our money back, that would be fine, but the issue is that we purchased other furniture from them that go with that specific furniture collection to match. If they are going to give me my money back for the dining table set, they would have to come and pick up the other furniture I purchased from them that matches that dining table set and I’m not sure they would want to do that. I’ll be content to give them all the furniture I purchased back if they give me all my money back or if they can deliver the dining table set in the next week. They said they have a container somewhere in LA for the last 2 months, why don’t they try to have someone sort our dining table and deliver it as soon as possible. That’s the least they could do in this situation. Their excuse is that other branches of their stores in other cities take dining table before they do. Seems like they are not even trying to help us in this situation. It has been a headache having to deal with this because we don't get a definitive answer. If the sales representative knew he couldn't deliver to the specific question we asked before making the purchase, he should've been straightforward and honest and let us know, at least at that point we had a choice either to buy and not, but because he wanted to make another sale he told us what we wanted to hear or management does not know what they are doing. As a customer, I feel disrespected and cheated. So much energy, time and stress have gone into this matter. At least under my perspective that is not a way to run a business. I've open an complain with the BBB to see if this gets resolve. If it doesn't, I will open a complaint with the...