CITY Furniture — Local services in Boca Raton

Absolutely terrible experience, AVOID THIS COMPANY

The reason I initially contacted the company was because of a sleeping issue — I was experiencing discomfort and found a dip in the center of my mattress (purchased November 2023). I sent photos to the company, and they confirmed the issue. Turns out, the slats under my boxspring and mattress had buckled (bed and boxspring purchased April 2024). I reached out to customer service and was told my only option was a replacement of the same defective bed, which I declined.

They sent a technician out who openly said, “I deal with the Cortina beds all the time — they’re garbage,” and advised me to get a different one if I could. That’s when the nightmare began.

For over a week, I was on the phone daily with customer service, dealing with reps and supervisors who were either clueless, uncaring, or powerless to actually resolve anything. After hours of exhausting phone calls, I was finally allowed to select a new bed — but then they tried to withhold the cost of the boxspring I had already purchased (which I no longer needed). It took another lengthy call to finally get credit for it.

On delivery day, the two delivery men refused to bring the bed parts into the bedroom (which was literally right next to the front door) and left everything in the foyer. They also said they were only taking part of the old bed, even though the agreement was to remove the entire thing. Another call to customer service. Another supervisor. Another rescheduled pickup.

Saturday’s pickup window was 1:30–3:30 PM. At 3:38 PM, the driver called to say he was 10 minutes away. No one ever showed up. I called back — nothing. No answers. Completely ignored.

In-store wasn’t any better. At the Boca location, I asked for a manager and was met by a sales rep named Angel (not a manager). I explained my situation and asked for help looking at platform beds. He replied, “They’re all over the showroom,” and when I asked for a little direction, he dismissed me to go help a couple who arrived after me. Totally unprofessional.

At one point during this ordeal I told customer service and another supervisor on the phone — “I don’t want money. Money is temporary to me. What matters to me is answers. Why did this happen the way it did? Why was I treated like this? and "why was this not resolved sooner? this is pretty serious” I was never given those answers.

In-store wasn’t better. A sales rep named Angel at the Boca location was dismissive and rude when I asked for help to look at some new bed options and turned to a couple behind my and said "I have to go help these people and walked away" . The only decent people throughout this nightmare were Alex, Gian Carlo, and Gabby at the same location.

After wasting over a week, losing work, and being repeatedly disrespected

I would never shop here again. And I wouldn’t wish this...

Never been so unhappy with a company before. I ordered the wrong size of a couch. They told me to buy a new one and they will refund me when they pick up the couch on the same day they were supposed to drop off the new couch. They never picked up the couch. Now I have 3 couches in my one bedroom apartment and no room to walk. Delivery man said he doesn’t do exchanges or pick up furniture. I called and they said I had to wait one more week for them to pick up the couch. Not only that but the new couch I ordered is completely filthy and used with stains and dirt all over it that can’t be wiped off. Instead of sending me a new one they said they will send someone to come clean it. I don’t want a used couch even after you clean it. I paid for a new couch. I have to wait a 5 days for them to come clean it so then I have to wait again for them to schedule someone to come get it when I say I’m not satisfied. Not only this but my boyfriend had to drive 2 hours 4 times with 4 other guys to come moved these couches up and down the stairs of my apartment complex 3 flights. My apartment complex won’t let me leave the couch packages outside so they had to move it up and back down again even when they never came to pick it up the day they said they would! So they had to move it up to my apartment again again and now back down on the new day they said they are coming. They will have to do this with the new dirty couch to when I exchange it and carry the newer one back up. That’s more than 6 trips up and down the stairs. They never even accommodated me or provided me with free assembly. They won’t even bring the couch up to my apartment or bring the returns back down for free. Totally unprofessional costumer service and unaccompanied company. I had a problem with Wayfair furniture before any they let me keep all the furniture, refunded me, and provided me with free assembly and store credit for free furniture pieces. This company did nothing and refuses to provide me with any free services or accommodations. Terrible furniture company will never use them again and will tell all my neighbors to not use them either. They never connected to me to a manger when I asked to speak to one and they said they would email them to call me back and I never heard from them. Spoke to 3 different supervisors but never heard from...

The shopping and purchase experience at this store was great! I walked in and I was immediately greeted by a friendly and professional salesman named Keith Milkovits. I was looking for a specific make and model of a couch I saw on the website, so that I could sit on it for a comfort test. After naming the couch, Keith knew all about it and took me straight to it for the sitting. I’m so glad I performed this test run on the couch because I did not find it to have the level of comfort I was expecting it to have. After Keith assisted me with getting some of its measurements, I was a bit disappointed in finding that this specific couch will not work for me. I then asked Keith to show me comparable options he had in the store (honestly not expecting to be impressed). Keith showed me several more options that actually turned out to be better. Keith’s knowledge of the various couches, current financing specials, and delivery options was extremely welcome and helpful. Keith also gave me contact information for solving my other problem of getting rid of my current couch I’m using now. After letting me try all the different options presented to me, I chose the Nixon sectional couch. It was double what I had planned on spending, but it just made sense based on its level of comfort and sectional versatility. All this took time and patience in the store. I was finally down to just which color option to choose. I opted to go home and think about this away from the store. I can say that Keith was extremely helpful and he showed true professionalism with a very low sales pressure tactic (which I truly appreciated). Prior to me leaving Keith helped me in opening a line of credit, which literally only took about 3 minutes. I left the store without any fuss or complaining, and I felt comfortable with making a purchase from this store and using Keith as my salesman. After making up my mind on the color choice, I called Keith back a few hours later and made the purchase completely over the phone and by email. The entire process was smooth. I give this store and Keith an A+ rating for the positive shopping experience. I will update this review once the furniture gets delivered and set up. I hope to give them a positive review also, but they’ll have to earn that lol. To be...