CITY Furniture — Local services in Miami

This HAS to be the worst retail experience I've ever had. We moved into our place on June 26, 2020. Eager to get settled we purchased an entire bedroom set from City Furniture Midtown on July 4, 2020 for a total of $4,624.25. It's now December 17, 2020 and our bedroom is STILL IN BOXES because our dresser, a $1499.95 piece has yet to be delivered!!! Why? You may wonder has it taken 5 months to deliver a dresser? Well here's the utter incompetence you will likely deal with should you spend your money here. The dresser has been bought to our home 5 times. You're reading that right, 5x! The first time about 30 days after purchase, there were only two delivery personnel and they refused to bring the dresser up, explaining it required 3 movers to do so due to it's size. Being reasonable people my wife agreed to a later delivery date with the requisite 3 movers (I was at work). Before the dresser could be redelivered we were informed there was a 45 day back order. In other words the dresser they bought to our home was delivered to someone else. After waiting 45 days they delivered a dresser that once unpacked was a used piece with a broken drawer and scratches and wear on the corners and flat surfaces. When my wife questioned the movers they explained it was likely a, "repackaged" piece. In other words, used. When my wife realized what was being delivered was used furniture she immediately refused the delivery to which the movers response was you'll have to call the office and left it in our home! After again spending hours on the phone with City Furniture the store agreed that we were, in fact, entitled to A NEW PIECE OF FURNITURE devoid of damage. They also explained there was another wait time of at least 30 days. Over a month later the delivery truck once again arrived at our home with 2 movers, who again, refused to deliver the replacement dresser due to it's size. This was the 3rd attempt! My wife again spent HOURS on the phone with City Furniture who after assuring us they would remedy the situation by providing explicit notes to the delivery personnel about the manpower requirements and refunding our delivery fee of $169 rescheduled our delivery date. Weeks passed and the City Furniture truck arrived at our doorstep for the 4th time with guess what? 2 movers! Who yet again refused to remove the broken, used dresser or deliver the new one. My wife called me at work in tears. This was the 4th time she'd taken time off from work, taken time out of our schedule, waited all day, only to be utterly defeated by City Furnitures utter incompetence and lack of customer care. After YET AGAIN spending hours on hold waiting to speak to someone a 5th delivery date was arranged. This time we BOTH took the day off from work and waited for the delivery truck. When it pulled up I walked outside to find, you guessed it, 2 movers. I asked to see the delivery paperwork and found it clearly stated the delivery required 3 people. When I enquired where the third man was they seemed to have no clue. Upon opening the truck they immediately refused to attempt the delivery with just the two of them. I nearly lost my mind. I immediately insisted they remove the broken dresser that had now sat in my bedroom for months, broken, worn and unused. They explained they couldn't take a piece without delivering another as City Furniture doesn't accept returns only offering credit or exchange. I practically lost my mind hearing this and demanded they call their manager. Once they had someone on the phone I explained in no uncertain terms that the broken dresser was to be removed regardless of their ability to deliver the replacement piece. After a 10 minute intensely heated conversation they agreed to attempt removal. I then spent 15 minutes carrying out the used dresser with minimal effort. Upon reaching the street and depositing the used dresser in the truck I asked the men to deliver the new piece with my assistance therefore having the requisite 3 men, which, to my disgust they refused, claiming liability issues should something happen to...

Complete Nightmare - Still Dealing with over Charges 6 months later. I ordered over $10k worth of furniture from them and had issues with almost every step.

One issue was I tested out a Purple Mattress at the store and decided I wanted to purchase it, but I did not want to purchase through City Furniture because I found a lot of better deals from mattress stores around the corner. The GM came over and promised me they would match the price as well as the same 60 month 0% financing. They also matched the free pillows that the mattress company was offering and put it on my receipt as a "Discount". I figured I was already there and would give it a shot. Then he told me that because they done usually offer those types of financing deals, I would be charged interest, but not to worry, that the interest charges would drop off in no longer than 3 months. I felt skeptical about his response, but I decided to trust his word. It has been over 6 months, and I reached out by phone multiple times with no call back. I had to physically go into the store and speak to a NEW manager, who said he would look into it and get back to me the next day. It has been 4 days and he still has not gotten back to me.

I also purchased a couch, and when I purchased it, the delivery date was set for the 5th of January. When the 5th of January came, no delivery. Then they called and said it was pushed back 4 weeks. Very frustrating, but somewhat understandable with the lack of supplies due to COVID. Finally, I get a call that my furniture will be delivered, at this time, I've been waiting almost 3 months for. The day before the delivery, I get a phone call confirmation from my sales rep that the furniture will be there the next day. The delivery comes, and they only BROUGHT HALF THE ITEMS. At this time, my building requires a COI to delivery furniture, which I had to call multiple times to receive it from City Furniture, and they said they would send it, but never did UNTIL THE DELIVERY PEOPLE ACTUALLY SHOWED UP and the building refused to let them in. I also had to rent the elevator time, which was a cost to me. So NOW I am stuck with only half a couch after I was promised everything was coming. I finally called my sales person and told them that I no longer wanted any of the furniture and to refund me everything and come get the half the couch they delivered. After I insisted on this, the GM called me and apologized and he does not understand what happened, but promised me after the rest is delivered, he would give me a 5% discount on my order to cover me for the cost of me having to reserve my elevator. I finally did get all of my items, but I never received my discount. So now I am being charged interest on a 0% interest promotion and no discount. When I went into the store to talk to the new manager, he looked at my invoice and told me that the original manager gave me enough discount and he didn't think it was necessary to honor the original managers deal he made to me. I reminded him that the discount I was given was to PRICE MATCH a competitor and that was all. I also asked the sales person AND the manager to send me emails with everything that they were promising, and they kept saying they would but they never did.

So now I am currently stuck fighting to get the interest taken off, dealing with multiple unorganized deliveries, and overpaying for items that I shouldn't have. I also brought in a friend who purchased some furniture and she also suffered from a similar experience and said she too would never step foot in that store again.

STAY AWAY FROM...

We purchased a Nixon couch, Nixon bed frame, rug, and various plants and candles from City Furniture. Our experience with the Nixon set has been problematic considering the price being paid. We chose the bed frame for its supposed immediate availability and paid extra for delivery and install. On the scheduled delivery day, we were informed at 7 AM that the bed's (which was supposedly readily available) rails and slats were on backorder. Only the headboard and footboard would be delivered with the couch, with the remaining parts to follow the next week. It was unfortunate to have to reschedule another install date given my SO cancelled her dental patients to accommodate the move, but we understood issues happen and dealt with it.

The following week when the rails arrived the delivery team started opening the headboard and they advised that the previous install team did not let them know the slats were missing so they did not come with those AND they advised that the hardware was missing as well. Additionally, the headboard and footboard were filthy and mismatched in color with the rails, clearly not new (SEE PICTURES - THESE WERE TAKEN IMMEDIATELY AFTER INSTALLERS UNBOXED WHILE THEY WERE STILL THERE). The installer noted that these parts had been improperly stored in the warehouse likely and they should've never been delivered.

This was the second time we had to adjust our schedules for delivery, only to be disappointed again. We don't have the luxury of working from home and deal with patients scheduled well in advance so having to reschedule numerous times is a huge problem. I then received a call from customer care stating "Please let us know up to what amount you would accept as a refund in order to purchase the hardware and slats yourself. These can easily be found in home depot". To be clear, I did not ask for a refund or this option as I just want the product I paid for and its installation. It's unbelievable that it's even considered an option to have your customers buy the products you missed.

We are now waiting for the third delivery attempt to complete the install and replace the bad pieces that's supposedly scheduled for Wednesday. Adding to the frustration, the showroom salesman claimed we couldn't bundle the couch and bed frame delivery under the premium delivery payment since they were considered "different rooms". Ironically, the couch delivery, which we didn't pay extra for, went smoothly, while the one we did pay for has been a nightmare. To pay premium and be on your third delivery/install attempt is absurd. We've received no follow-up calls from the store that sold us these products since this began, which is very disappointing, solely corporate. It scares me to think of what would happen if someone did not pay for install and happens to open up the box past the 24 hour period you have to return it, you'd be stuck with a disgusting piece of furniture.

There are PLENTY of stores nearby the Miami/Ft. Lauderdale areas that offer furniture at equal quality and pricing with similar payment plans. I encourage anyone purchasing to explore these options prior to committing to City Furniture as I was pressured into thinking this was the top tier option but...