CITY Furniture — Local services in Lady Lake

It all began last December (2022) with the purchase of a sofa at City Furniture (on Bichara in The Villages, FL), it's been a nightmare since the day it was delivered. We've had service tech out twice to try to fix cushions and noisy frame that popped every time we sat on it. The cushions on the couch we got are not the same as the one we sat on in the store. Unlike soft comfortable symmetrical padding in store, ours has feathers poking through scratching legs and arms. Cushions were poorly stuffed requiring technician to install more foam at corners, not just for comfort but for appearance. This sofa not only feels cheap and uncomfortable, but it looks cheap, poorly constructed and low quality. Sitting position is extremely uncomfortable, causing lower back pain and skin irritation. We were asked by technician to give couch 60 days to "break-in", we have and it hasn't gotten any more comfortable. After over 6 months of disappointment and discomfort, we've given up on this sofa and will sell it. We no longer use it and would never ask guests to sit on it. We've spoken to City Furniture many time throughout this ordeal about possibility for return or exchange (upgrade)...the answer is no. This is not the same sofa we sat on in the store, that we thought we were buying. The latest episode is, we were promised new cushions to be delivered on 7/10/23. Nobody showed up, nobody called until a 7/11 morning text message asking how delivery went? Chatting with City Furniture this morning, to discover our cushions were lost on some City Furniture showroom somewhere, and we'd be contacted within 48 hours. Nobody called informing us our cushions were lost. Done with City Furniture, never again. Update: 7/11 PM, contacted Kate@CityFurniture through e-mail as requested, about an hour later City Furniture (Larry) called back informing us he'd contact us when lost cushions were found. Update: 8/8/23 Working with City Furniture now to resolve this problem; looking good to have everything "fixed" by early September. Will post a final update soon. Final Update 10/27/23: Sofa issue resolved, manufacturer of sofa took it back and provided full store credit. We ordered a replacement item, and received it yesterday (10/26/23). Tip: Buy full warranty, although this was a long arduous ordeal, it turned out OK, but wouldn't have happened if we didn't have warranty. Upgrade score from 1...

My husband and myself went to city furniture, lady lake, fl. In November to purchase 2 twin beds and bases. We had a man taking care of use. We told him we would not be able to purchase until after 1/10, we needed to get rid of a bed and we hah company staying. He said that is no problem. We can purchase them and they could holes then in the ware house until we were ready. Call one week before and they will give us a date for delivery. We were told that they could not do that but only kept saying no problems. Great, we bought them. Still in November we went back too purchase frame work for both beds. This also was anther man (two different men). Both tine their supervisor ( two different ladies. They approved all of this. The purchases, the holding it in warehouse, putting the two orders together and delivering them at the same time. No mention of back order. They guaranteed it. We got a call they were coming and it was not together at all. Two different truck. We did not get all the items we ordered. We were told hey we’re back ordered and there was no keeping things in the warehouse for more 14 days. I went to the store and spoke to a manger about this, she just kept telling I was wrong. They were laughing ( sales men and two lady supervisors. They said and did whatever they wanted to make the deal and all the time they knew it would not happen. You have p….se poor service this store. Manipulate and promising thins the knew they would not do. Manager asked so what do you want me to do. I told her she should get on the phone and try and make this right and she said that is not going to happen. The people working for you are going to destroy your image. I think you should have made his right!!!

Now I am having to wait until February and March for my stuff. I will never recommend you to any I know as customer service is important #1 and then the sale with being straight forward at all time with them. You do not get any stars all you get...

I purchased a sofa bed and was forced to purchase a mattress to go with it online. The item arrived damaged (dark scuff marks on a white sofa bed). I called and requested the item be picked up and I wanted a refund. They scheduled the pickup but I was told there is a $99 restocking fee (on a dirty sofabed). Ok, so I waited for them to pick it up. The time slot came and went. I called. They said the driver didn't see anything on the truck to deliver to me, so he passed me up. They were able to get him to come to me since he was still nearby. He came, they took the dirty sofa bed and then I gave him the mattress that I HAD to purchase with the sofa bed. He said he couldn't take it, it wasn't on his list. He called the office. The woman said, ok, we can take it but it will be another $99 restocking fee. I lost my mind. I told her there was no way I was paying ANOTHER RESTOCKING FEE for something I HAD to purchase. I told her to put a manager on and that I would not pay a 2nd restocking fee for essentially one item. She finally agreed. First of all, I should not be responsible for a restocking fee on a damaged, dirty couch. And the absolute gall of them to think I was going to pay another $99 to return a mattress that I didn't need or want was mind blowing. Never, NEVER again with these people. Beware. DO NOT BUY ANYTHING FROM THEM ONLINE. If you must buy something, go to the store. The returns are free for 24 hours I believe. Terrible policy. I don't know how they get...