CITY Furniture — Local services in Ocoee

Wish I could give zero stars, but oh well. I hate doing reviews, but I think this one needs to be said. I bought a dining room set and rug on September 1st 2024. The bar stools and rug were on backorder, no big deal. I was told by our sales person that we will definitely get them by Thanksgiving. We host over the holidays so we wanted to make sure we have everything by then. That time came around and still no rug or barstools. I do have a nice paperweight table in my dining room that cannot be used. I got a call from the delivery team saying the stools are in. I took off work to set up a time for them to be delivered. That morning I get a call saying we do not have any stools for you we are not sure why you are on our list. I said you guys called me saying you had them, this is why we set up a day for delivery. Again, I am a little upset, but life goes on. I called my sales person asking what is going on. She had no idea and was trying to reach out someone at the warehouse and she will get back to me. After several weeks of no communication, I call back. I was told they are still on backorder, but you should get them before Christmas. I said great, thank you. Come Christmas time, no chairs. After the new year with still no chairs and after paying over $2500, I was getting a little upset. I got a call that they have arrived and set up another time for them to come. What happens next, I get another phone call the morning of the delivery saying we do not have your chairs. At this point I am getting pissed. Two days off work and still nothing. Come February, I told them to cancel my entire order and come pick up your table. After calling the customer service multiple times about this, I keep getting run around about a restocking fee for the rug. They say it has been more than three days, we cannot take it back without a restocking fee. I said of course I did not return the rug since you keep telling me my chairs are coming in soon. Going back and forth with them and speaking to a manager they agreed to return the rug and I would not be charged with a restocking fee if I took the rug up to the store myself. They were already scheduled to pick up my table later that week, but I said ok. I just want this whole order over with. Whap happens next you ask, I go to the store with my rug to return it and they have no notes in the system about a no restocking fee if I return it myself. I said are you kidding me. This is the reason why I brought it up here. I made sure the person on the phone had the notes so I would not run into this. I asked multiple times about the notes in the system about the no restocking fee. She assured me they are there. After calling the customer service again from the store they are now saying they cannot do anything about that fee. I am now getting pretty upset. I speak with the general manager of the store and he tells me not to worry about the fee I will personally make sure it is not on there. I said thank you and dropped off my rug. Several weeks go by and I check on my refund. I get it for the rug and it is a lot less than what I paid. I call them again and guess what they say. There is a restocking fee for the rug. I am not you have to be kidding me. I spoke to the general manager and he assured me that he would have it removed. She goes on to say that you have to speak to him again. So now, I have to go out of my way again to go up to the store and figure what the heck is going on. I am beyond livid at this point. I will never do business with this company again. I have bought a lot of furniture from them in the past, but not anymore. If you ever speak to anyone I would get everything in writing or record it. I am so upset with this whole process and how it was handled. It is lie after lie with this company with...

HORRIBLE HORRIBLE CUSTOMER SERVICE. The leather sofa that I purchased was far too large and it was made to be against a wall because each piece (6) has flaps along the bottom so the recliners can move. They keep flopping open and look sloppy and unkept, requiring me to re-attach them every time a recliner is operated. The way it sits in my room is you see the entire back of the gigantic sectional, which shows the poorly designed flaps. I did measure but I did not consider the height of the back rests. The furniture makes my room look like a walled off fortress. During delivery day (premium delivery) last Tuesday they came across the lawn instead of using the driveway and sidewalk. Lots of rain the night before. They did not put down a drop cloth at the door. They started putting it together and I pretty much knew right away this isn't going to work in this room. Even the delivery person said this is too big for this room. The pieces do not come together neatly, some are taller than others and the gaps between pieces are varying. While one delivery person was doing the electrical the other puts me on the phone with customer service prior to completion of the delivery. I told them they weren't done yet and I can't confirm satisfaction. I was told to call later and confirm satisfaction. I later called and expressed my dissatisfaction and said I wish to re-select to the other low profile one we were looking at. I even said I would pay a restocking fee. The other one was in stock, and it was $2K more. It never occurred to me the answer would be NO because I paid for premium delivery. I had several conversations with other customer service people and they all continued to say no....finally I got a supervisor and I asked what does it mean that due to Premium delivery there are no returns. What was my other option? She said if you would have ordered on line and it was shipped to the house, I could have returned it. DOES NOT MAKE SENSE!!! Another customer service agent called me the next day and when I told her that I did not confirm satisfaction on the return confirmation phone call, she said the calls are recorded. I will call you back tomorrow and verify that. I said, "Good, now you will know for sure that I did not give the ok for the sectional". NO CALL BACK ON SATURDAY. My sales agent called me on Friday. She told me she would check with somebody to see if she can help. She told me to do a bad review on Facebook and that sometimes gets customer service to allow the return. Now it is Sunday. I guess this is my only recourse. We are repeat customers of expensive items. What a shame! Clearly this company does not put the customer first. I wish I had looked at the CITY furniture reviews prior to shopping there again as there are numerous negative ratings with similar...

My personal experience here was lackluster at best. While the store is huge and there's a decent selection of quality furnishings, the consistent lack of disinterest from their staff on Saturday, September 6th made us walkout after about 1/2 hour shopping on our own.

Their "greeter" barely said "hello" but responded to our outgoing "hi there" and question re: where we "can find home theater seating?" -- w/ basically a "...in the back..." and then he pretty much looked away.

We got to the back and found nothing so we politely asked another representative who could barely look at us--and just pointed behind him (which would've meant that what we were looking for was actually "in the back and to the far left..." from where we entered)...

During our time looking at...and trying out many chairs on our own--- several representatives strolled by, some busy on their phones-- not one ever asked us what we're looking for or said "hey-- if you have any questions, I'm _".

Not one.

At one point we tried to ask some questions about a set of sofa seats that would've added up to $12k+ fees for the volume we wanted..and we got a 2-3 word curt reply and then the "sales" rep just left.

When we finally left the store w/ very little info to make our decision, there was a group of "sales" reps up front just hanging out, talking w/ each other about apparently non-work related stuff etc;

Keep in mind, the store did NOT appear to be very busy.

The agents were just aggressively disinterested.

Of course, no one wants to be bothered or 'oversold' in a retail setting but it is good to know that when you do have important questions (re: color options, delivery schedules etc;)-- that SOMEONE will answer and help you...but our experience w/ this "team" gave us ZERO confidence in City Furniture, Ocoee....ZERO.

We've never felt so unwelcome in any retail setting. We were well-dressed (coming from a show), had money to spend, and are actually lead purchasing agents for Orlando Area Luxury Rentals LLC-- which furnishes and decorates some of Central Florida's very best homes....

They could've had a good customer w/ a strong volume of purchases...but w/ so little info, zero help, no personality, etc;-- It's easier for us to just shop on line -- Really, a "live chat" agent is more helpful than ANY of the staff at City Furniture was on Saturday, September 6th.

UPDATE: City Furniture's online review/social media dept reached out to us-- They did offer the possibility of free 'premium' delivery if we came back in and...