CITY Furniture — Local services in Doral

My husband and I are so frustrated and FED UP with City Furniture in Miami . We flew to Miami from St. Thomas, VI in July 2024 to purchase furniture. After days of visiting various furniture stores, we settled on the City/Ashley Furniture Doral store in Miami and purchased a dining room table & six chairs, buffet server, & a wall cabinet with 2 bookcases. We were told that everything was in stock except the wall cabinet and 2 bookcases. Since the wall cabinet & 2 bookcases were not going to be available until the December timeframe arrangements were made to go ahead and ship the other items in stock. The shipment was rescheduled at least 3 times due to miscommunication between the shipping department and the store. We got a call advising that one of the dining chairs was damaged beyond repair and they would go ahead and ship the table with the 5 chairs. When the shipment arrived on STT the buffet server was not included. Again, miscommunication on their part. We instructed the shipping department to ship BOTH the buffet and the replacement chair together. Well, they sent the buffet to the freight forwarder in Miami without the chair. When we found this out we told the freight forwarder, Viking Corporation, to hold the buffet until they received the chair. After going back and forth with the shipping department they had the damn nerve to tell us that we received 6 chairs. We had to go out of our way to prove to them that we only received 5 chairs. Again, miscommunication between their shipping department and the store. We finally received the buffet and replacement chair. We contacted the sales rep via phone and emails for assistance various times and she NEVER responded. I got so frustrated with the shipping department that I sent a certified letter return receipt requested to the Customer Service/Complaint Department. The letter was mailed on 12/2 and they received it on 12/6. Guess what, their customer service department has not contacted us either. SHAMEFUL! We were constantly following up on the backordered wall cabinet and 2 bookcases and was told on 12/20 that the backordered items were estimated to arrive at their warehouse between January 2-12. When we got back from our cruise on 1/21 Dan called the shipping department to follow up on the backordered items and he was told that they have it and that it was scheduled to be delivered to the freight forwarder on 1/30. As luck would have it, the warehouse called Dan on 1/27 to advise him that the wall cabinet was damaged and that it would be April 20th before they received a replacement. He told them to hold the 2 bookcases and not ship them. WHAT AN UNBELIEVABLE NIGHTMARE! It’s been 6 months since we placed the order and here I am sitting with unpacked boxes in my living room because I don’t have my furniture. Dan and I will be in Tampa next month and will hopefully find another wall unit so that we can cancel the order with City Furniture. WE WILL NEVER PURCHASE ANYTHING FROM CITY...

Very disappointed in the service and quality or should I say the lack of, of City Furniture, It will sure be the last and you should reconsider as well. I spent over $7000 on Order No 505032. The set included an office desk (which came in 2 parts: base and top). I’ve been dealing with this issue since the order date of May of 2022. See pictures. 1st Delivery Attempt - The aluminum base was stained; the delivery guys cracked the wooden top, and they brought the wrong screws to attached both. A claim was filed, and they wanted me to accept a repair that couldn’t be done because the wood top was broken, the second option was a credit in lesser amount of what I had paid for the desk. From August 2022 to January 2023 the delivery kept being postponed for the next month, mind you I was paying for the furniture I didn’t have. On January 2023 I headed to Doral City Furniture to complain about the 5 months wait, until they finally decided to escalate the issue. 2nd Delivery Attempt – Delivery again came with a broken aluminum base. 3rd Delivery Attempt - They claim the delivery was coming, I took of work and personal activities only to be told at 7 PM they weren’t coming because the driver didn’t realize the furniture was never packed. The store refuses to give me my money back. 4th Delivery Attempt - The driver never came, after waiting all day, they realized they had the top but not the bottom. Headed again to the Doral store and spoke to the manager Juan Palacios who arranged a private delivery company to bring the unit on a Friday with the agreement that I pay them $150 cash that day which he will reimburse to me if I receive the unit in perfect condition. 5th Delivery Attempt - The unit came and when the delivery guy tried to assemble it the legs of the base did not fit the manufacture holes on the top, so he had to take it back that night and bring a new one on Saturday. 6th Delivery Attempt - The unit came with two scratches; they wouldn’t give me another option but to accept a small credit pay the delivery and keep the damaged unit as I did not want to go back to the store to use any credit.

So be aware once you buy at city furniture and the unit comes damaged (please check it as deliver personnel is not careful and they want approval of receiving the furniture before they install it) they do not accept returns, they force you to keep it damaged or accept a repair which is not ideal as one pays with real valid money for a perfect new furniture piece and if lucky they will offer you a small credit store which will not be enough to cover something worthy there or compensate the time spent with their customer service. Do not recommend this...

I wish I could give zero stars for the absolutely awful experience I had with City Furniture. I purchased a couch and bed frame on July 4, 2023, totaling $1,799.70, expecting delivery at the end of July as promised by the sales agent. Instead, I waited over three months before finally receiving the furniture in September—with no proactive updates, just unanswered calls and poor customer service.

When the furniture finally arrived, the couch had a large tear at the bottom and visible stains on the ivory fabric, making it look used and dirty. I immediately called customer service before the delivery crew even left, and they instructed me to file a claim. The delivery slip even acknowledged the defects. Despite following up multiple times—including emails that were completely ignored—I got no meaningful response.

Weeks later, out of nowhere, I received a call from a random repair company saying they were scheduled to “fix” the couch. The repair person showed up on October 4, 2023, over four months after my purchase, and “fixed” the torn bottom by replacing it with cheap nylon material that doesn’t match the original fabric. They didn’t address the stains at all.

I contacted City Furniture again and was transferred between at least five different agents—none of whom helped me. Some were downright rude. After enduring months of delays, ignored messages, poor repairs, and dismissive treatment, I told them I no longer wanted the couch and asked them to come pick it up.

I paid over $1,300 for a couch that arrived damaged, stained, and poorly repaired, and was treated like an afterthought throughout the process. I’ve never experienced such incompetence, unresponsiveness, and disrespect from a retailer.

Please learn from my experience—do your research before buying from this company. I wish I had checked TikTok sooner. Just search “City Furniture” and you’ll find plenty of videos from other frustrated customers sharing similar horror stories. I’m far from the only one.

Save yourself the time, money, and stress. Shop elsewhere.

I’m attaching pictures of how I received the couch and the so-called...