CITY Furniture — Local services in Hollywood

My experience with City Furniture in Hollywood was horrible. The sales people are just order takers. They promise you they will be there even if there are problems down the road. I ordered living room and bedroom furniture with Shiller. I made it very clear I wanted to have it all delivered at the same time so I wouldn’t be inconvenienced having to devote more than one day at home waiting for it. Some pieces were backordered so I waited until they were in stock. Their system is that they tell you the night before when your 3 hour window will be the next day. So that means keeping the entire day clear of appointments in anticipation of the delivery. When the delivery truck arrived, the driver told me “your dresser didn’t make it.” What?! I was furious and never got a good explanation as to why that happened. So that meant I had to devote another entire day waiting for the dresser which was part of the set that was already delivered. At this point, Shiller, the sales person, told me there was nothing he could do so I started dealing with Jamieson, one of the store managers. I first tried contacting Justin, another store manager who I had met in the store, but he didn’t respond to my calls for help. The next week when the truck arrived with the dresser I went outside and watched in horror as I saw the delivery guys basically tossing around the furniture to find my dresser. And right away we all saw that the back of it was totally damaged! It wasn’t even wrapped other than a light plastic. Now I was really stuck since I already had the other pieces of the bedroom set. That meant another day devoted to the delivery. I again had to contact Jamieson (Justin again didn't respond). I was furious. He arranged for another delivery and said the piece would be inspected before being put on the truck. Another day devoted to this but it finally arrived unscathed. I next ordered a desk, which came intact, and desk chair, which didn’t, through Gisela. They came on different days. Just like Shiller, she assured me she would be there if there were any problems. Again, once when there was a problem, she was useless and I had to contact Jamieson. The chair was delivered with 5 stains and I told them to take it back. The next chair that was delivered, after Jamison assured me it would first be inspected before being put on the truck, had a huge rip which was seen by the delivery guy when he went to take it off the truck. I also watched this as well. They were just basically throwing unprotected pieces around in the truck so therein lies part of the problems with their deliveries. Again I was furious. Rather than wasting another entire day dealing with the delivery with a high probability the chair would be damaged again, I requested of Jamieson and Juan, supervisor in customer care, that I would only reorder the chair if I could have it delivered as the first stop. I didn’t trust that chair banging around in the truck after devoting another day.

The answer came back “no”. Despite spending thousands of dollars at City Furniture and then being terribly inconvenienced all those days, they wouldn’t budge. I am done with City Furniture. It should be noted that Jamieson told me I’m not the only one who has had problems with deliveries. He was aware I would be writing a review like this. It seems to be a systematic problem. Buyer beware: once the ordered is placed and paid for, the nightmare begins. Customer Care: Please do not ask me to contact you. Talk to Juan, the supervisor, who was not able to help me with my requested appointment. Simple request for a good customer went unheeded. TERRIBLE CUSTOMER SERVICE .UPDATE: A live person isn't even reading these reviews. I clearly stated that I have already gone through customer service. A bot just automatically...

In the last 1.5 yrs I downsized my apartment; I've been searching for a specific "concept" or style of furniture. I literally was in no rush to buy anything until I found the exact pieces; I had been searching the internet local, out of state and beyond. I had already visited many of the Miami-Dade and Broward County furniture stores. I decided to stop into the Oakwood location, after once again looking on-line earlier that day. I walked in an immediately was greeted by (sales professional) David, with such a welcoming smile and demeanor. Without skipping a beat (tired of "looking"), I told him I needed to find living room furniture, I wanted nothing to actually match and have him the details of the type of material. He immediately showed me different pieces (items that I "liked" on the website), but I then narrowed it down by telling David the rug I had. I probably should've said it sooner; almost like reading my mind, he literally led me through the entire store (him leading the way) finding pieces of different price points. After a few minutes, we stopped at a sofa that was configured into a sectional, but you could move around pieces. He told me to sit on the love seat, to get the feeling of the furniture. It was so cozy, but while I sat, he pointed to a matching chair (finished on both sides) and ottoman within the configuration that was part of the collection-I LOVED IT❗He literally moved the ottoman to show me and asked me to sit on it, AGAIN-I LOVED IT❗I initially said I wanted at least 1 of the pieces to be a recliner. He took a pillow from the collection (with chair/ottoman), to be a point of reference and showed me 3-4 options. I decided on a somewhat eclectic, what I would describe as a "clean look" camel colored leather, armless, reclining chair; I wasn't sold on the price, BUT-I LOVED IT❗Again, David was leading the way to find a leather sofa. He showed me a couple options and got to a dark blue leather sofa; told me to sit on it-I LOVED IT❗ I asked him to "crunch" the numbers and although it went over what I initially wanted to spend, I LOVED IT❗There was a young lady (very personable, pleasant demeanor, welcoming smile) during our "search" that stopped by to greet me and speak to David; I'm a missed by her name (City Furniture personnel). While we sat on the sofa I chose, she was passing by and David showed the items we chose. As David, she literally understood the assignment❗ I am SUPER-DUPER pleased with the choices and customer care (not service) that was extended to me at City Furniture-Oakwood).

*I was so use to walking in, being greeted and telling the person "I'm not looking for anything particular", they allow me to wander the store, checking on me a few times, giving me their business card/schedule...

This is likely the worst experience I have ever had with a company and truly wish I could provide a 0-star experience. My husband and I purchased 6 side table lamps from this company at the end of July. When delivered, two of the lamps were damaged, and one was incorrect (meaning half our order was damaged / wrong). When we submitted our claim via the online system, we received a message in return a day later telling us it was incomplete. We were never contacted by an agent to follow up, despite being told this would occur in the email. We visited the location where we actually purchased the lamps, and were told by a sales associate that they could not help, and we would have to deal with customer service via telephone. I emailed my salesperson, who answered two days later and told me he had "escalated" my concern (nothing came of that, and we were not contacted at all. My salesperson failed to follow-up with us, as well). I called customer service and I was told, despite this being City's fault, they could not provide exchanges while we were in Florida (this was for a vacation residence, not our main residence, and they couldn't fit a delivery into their schedule while we were there). They also could not schedule a delivery date beyond 1 month (despite me letting them know that this was a vacation residence and we would not be back for some time). Finally, we asked whether we could take the broken / incorrect merchandise somewhere to exchange it ourselves. We were told we could do that. However, about an hour following our phone call, we received a phone call from City telling us the lamps were not in stock so we could not, in fact, exchange them. A day ago, I received an email asking me to schedule another exchange date, however, again, I could not schedule one for when we are back in Florida (beginning of September). I called customer service, and she did book an exchange date for me in September, but, while the lamps are in stock now, she said she could not hold them (the exchange date is now September 5). I told her we do not reside in Florida, and asked, if they have the lamps in stock now, why they cannot simply hold them until September 5. She answered it's against their policy to hold merchandise beyond 14 days. So, now, on September 5 when we are back in town, we STILL do not know if the lamps will be there. Horrible experience. My salesman was very quick to tell me to contact him if I had any issues, but at the first issue, he failed to respond in a timely manner, or follow-up. The customer service policies leave much to be desired. We are very unhappy customers and will not be shopping at this...