CITY Furniture — Local services in Bonita Springs

UPDATE While it looks like City Furniture was trying to resolve the problem by responding to my review, it's a front. When I contacted the email address below, they called me to confirm that they will NOT be delivering another dresser.

What a waste of time and money! In November, we walked into City Furniture and purchased 2 dressers, 2 nightstands, 2 nightstands for our guest rooms, and a chandelier so you get the picture. We had a great experience in the store but it ended there. We received our 2 dressers (we have yet to receive the nightstands but I can’t wait for that saga!). These are all intended to be a matching set for our bedroom. The first round of dressers arrived with issues, they rubbed on every drawer - they offer a service to fix this (great!) however, my dresser had a crack going down it. This is their Bernhardt line and apparently higher-end - both dressers were almost $2,000 each. I asked to have my dresser with a crack going down it exchanged. The second dresser arrives. The drawers rub. The repair person comes out and fixes all of the drawers but one. He shows me that the top drawer bellows down and sags so it’s not fixable. I’ll need to exchange it if the rubbing bothers me. Of course it bothers me. We just paid for these expensive dressers and it’s a sound and inconvenience I’m going to have to deal with for years. So, city calls me and asks what I would like to do, I’d like to replace it. Keep in mind, every time there is a delivery it’s an hour out of my day (actually several because I need to make sure I’m home for the full window). Everytime there’s a repair person it also requires hours of my time. Another week goes by, the third dresser comes and not only does it have the same bellowing problem but its discolored yellow. They already loaded my previous dresser onto the truck so now I have this dresser with even more problems with the second one. The delivery guy tells me every single one of the dressers from this line that he’s delivered has a problem (ah- so I’m not the only one- it’s everyone). City calls me and asks what I’d like to do - well I’d like to replace it, I need a matching dresser to my husband’s dresser and the rest of the furniture that we just bought. They tell me they will no longer allow a replacement at this point because it’s the third one and they can offer me a store credit for $100. ARE YOU KIDDING ME?! I speak to a manager who also says this same thing but offers up to $485 store credit, and to keep the yellow discolored dresser with the bellowing frame. I explain that I am willing to continue to take time out of my schedule to receive a fourth until we get this right as I purchased an entire bedroom set and need a matching dresser. City furniture would not allow another exchange. Keep in mind, I’m not the problem and I reported every issue immediately upon delivery. At this point, I now have a yellow discolored dresser with rubbing drawers, and a bellowing frame that I paid almost $2,000 for and city furniture isn’t willing to make it right. This has really put a sour taste in my mouth. Buyer beware! City furniture doesn’t try to right their mistakes and clearly their Bernhardt line...

Be aware! Don’t buy at this store! Worst customer service! I will recommend NOT to go there. We saw our dream dining table online at city furniture, we called our local store in Naples, because we had some questions. The sales guy told us, we could purchase the table directly from the store by email, because it’s in stock in Naples, so they could deliver the next day. We were so excited, so we ordered by email and sent our credit card info. The delivery came the next day. We chose to do the free delivery, so the table was of course packed and needed to be assembled. After the delivery guys left we unpacked the table directly and were shocked about the dark color of the table. We didn’t see the table in store, only online and the color of the table online was a totally different one (see attached pictures). The table in our pictures is even brighter then it really is and it has an odd greenish film on it. And more important is, that the table is damaged. The problem is the damage is on the table top so you can’t hide it. So we thought no problem, we’ll call the delivery guys directly, because they just left a few minutes ago, to tell them to please pick up the table again. No one reacted on our call and text message. So we called the store and the sales guy who sold us the table told us the store can’t do anything for us, we have to open a claim on their website, so we did this directly and attached all pictures. We didn’t hear back from City furniture, so we called the customer care service and told them what happened. They told us you can only return the table if you bought it online, because you didn’t see it before. It’s so ridiculous, because we didn’t see the table before too and ordered online by email. No one told us that the return policy would then be different and we wouldn’t be allowed to return the table. We didn’t sign any policy. If we knew that before of course we would have ordered the table online on the website instead per email. The lady on the phone promised us to contact the Naples Store and ask them to make an exception because we didn’t see the table before and ask them to pick up the table. The Naples Store didn’t react to this email and also not on our follow ups. We’re so disappointed of them. That is really sad how they treat their customers. Now we have a damaged table in a wrong color and payed full for it. The table is still in the original package in our garage and ready for pick up. My advise for future customers better buy online then in store or per phone or email from a local store, because otherwise you can’t return the items if something is...

I purchased a Tempur-Pedic mattress from City Furniture during their Memorial Day sale. As part of the promotion, I received a discounted price along with a few free pillows. At the time of purchase, I was told about their Comfort Guarantee — that I could exchange the mattress after 90 days if I wasn’t satisfied, for one of equal or greater value.

About two weeks later, I emailed my sales associate to let her know I planned to exchange the mattress for the same model in a different firmness, so we could get the process started or at least note it in my file. She never responded.

Roughly a month later, I filed a claim through their online portal and was told to contact the showroom. After a week of unsuccessful attempts to reach someone, I was redirected back to my original salesperson. She eventually sent me a quote for the exchange that included an exchange fee and delivery fee — both of which I expected. However, there was also an unexpected roughly $500 price difference for the mattress itself.

When I questioned this, I was told there had been a nationwide Tempur-Pedic price increase in June. I asked for the exact date since I had initiated my exchange request earlier, but no one would confirm it. After doing my own research, I discovered the increase went into effect on July 1st — well after my initial email and online claim.

When I escalated to a manager, I was told they couldn’t resell my “used” mattress for full retail, which I understand is why they charge an exchange fee — but that has nothing to do with a price increase that happened after my initial request. The manager also mentioned my free pillows, which felt irrelevant since they were part of the original promotion.

In the end, I was allowed to exchange my mattress by paying only the exchange and delivery fees. However, the process was frustrating, communication was poor, and it was far more difficult than it should be to use their Comfort Guarantee. It shouldn’t take weeks of follow-up, unanswered emails, and my own research to get a straightforward...