CITY Furniture — Local services in Pinecrest

Buyer Beware! City Furniture's "10-Year Warranty" is a Nightmare - Don't Waste Your Money! Let me preface this by saying that our experience with City Furniture after purchasing what we thought was a high-quality, expensive mattress Tempur-proadapt™ Firm 12" Mattress $2,619.96 has been nothing short of a complete nightmare. They proudly advertise a 10-year warranty on their mattresses, which gave us a sense of security when making a significant investment in our sleep and well-being. Unfortunately, that promise has proven to be utterly worthless. Within a reasonable time after our purchase, we started experiencing significant discomfort due to unevenness and sagging in the mattress. What appears to be a straight surface to the naked eye reveals deep dips and uneven support when you lie down. This has led to persistent and debilitating back pain, forcing us to seek and pay for specialist medical care. Despite diligently following City Furniture's instructions and contacting the manufacturer, Tempur-Pedic, as they directed, we've been trapped in a never-ending cycle of frustration. Tempur-Pedic sent an inspector who, based on a superficial visual inspection, deemed the mattress "within acceptable limits." They completely disregarded our complaints about the noticeable unevenness felt when lying on the mattress, the very issue causing our back problems. We have sent multiple emails, attaching numerous photos and clearly explaining how these "valleys" forming in the mattress are causing us severe back pain. This was supposed to be a top-of-the-line mattress, yet it's performing worse than a budget option. We've even incurred medical expenses due to the issues with this faulty product. Adding insult to injury, in our latest communication with Tempur-Pedic, after we complied with their request for more photographs (which were essentially the same photos we had already sent), they incredibly tried to blame the issue on our bed base! We promptly responded, explaining that the base we were using was the very one recommended to us by City Furniture as the best option for this specific mattress. We even requested to speak with a manager to escalate our concerns, but the Tempur-Pedic representative flatly stated that it wouldn't matter who we spoke to, their decision would not change. This demonstrates a shocking level of inflexibility and a complete disregard for customer satisfaction. This entire experience has been incredibly stressful, time-consuming, and financially draining. The "10-year warranty" offered by City Furniture seems to be nothing more than a marketing gimmick, offering no real protection or recourse for customers who receive a defective product. The fact that they defer all responsibility to a manufacturer who then resorts to ludicrous excuses like blaming the recommended base is simply unacceptable. If you're considering purchasing a mattress from City Furniture, especially an expensive one with their supposed warranty, please think twice. Our experience strongly suggests that their after-sales support and warranty fulfillment are nonexistent. Save yourself the headache, the back pain, and the wasted money – shop elsewhere! We are left with a costly, uncomfortable mattress and the bitter taste of a company that doesn't stand behind its promises and a manufacturer that refuses to take responsibility. our claim was filed at the end of December 2022 at today we don’t have any...

I recently moved into a house and purchased several rooms of furniture from City Furniture. Their furniture is beautiful and the in-store service was very friendly, however all 6 dining room chairs (Haddie Light tone upholstered side chair) I received have had problems with the legs becoming loose almost immediately after receiving them. The service technicians have come out multiple times now to fix the specific legs that are loose, only for another, different leg to become loose on all of the chairs. I simply want chairs that don't need constant repairs within weeks of purchase. There is clearly a design or quality flaw, and I should be offered a refund or allowed to pick a new design of chair, except that I am always told I have to have a technician come and fix it---thereby wasting more of my time having to schedule and wait for the technicians. Another item I purchased--the Destination Light Tone Door Dresser) bedroom dresser- was noted to immediately have a problem with 2 of the drawers on the SAME day I received it. . The underlying drawer track was not connected to the appropriate part, thereby preventing it from properly sliding. Once again, I was told I had to submit a claim, even though the item was brand new and this was clearly a manufacturer defect. The technician came out to fix it--even though I explained that this was likely a temporary fix (as I was able to perform the same fix myself) and lo and behold the track fell off again the NEXT day. The technicians came out again and this time told me I had to order a new track system, and once I received it, I would have to schedule the techs to come out to basically rebuild the track system. Again, this is a brand new unit that was defective on arrival! All I want is for City Furniture to quickly fix the problem, and I think this requires replacement of the defective furniture instead of making me have to take time to fill out the claim form, wait on hold to speak to a rep, and then rearrange my schedule to wait for the 3-4 hour time window (that I am assigned based on their schedule and convenience, not mine) on my day off. I am currently on hold again while I write this review waiting to speak to another representative. I am hoping they will offer me a real solution, but unfortunately I am sure I will be told to just make another service call. I am frustrated that there is no one else to speak to besides the customer service representative that is reading from a script and telling me the same thing every time instead of connecting me to someone who can help. Very disappointed.

UPDATE: After speaking the with Warranty department, the representative agreed to exchange all 6 dining chairs for new ones in the same design. I do appreciate the effort, and he was very helpful and courteous. Because of this I am increasing my rating. I am still worried that the new batch of chairs will have an issue, but I am hopeful that it will be better. I will also have to wait and see how the repairs to the new dresser drawers turn out and will update the review...

If I could give ZERO stars, I would. This has been the most frustrating, disrespectful, and infuriating experience I’ve ever had with a furniture company.

I purchased a bed set on May 31st. Today is June 18th and my bed is STILL NOT ASSEMBLED. I am 8.5 MONTHS PREGNANT and have been sleeping on a mattress and box spring on the FLOOR for almost three weeks. This is absolutely unacceptable.

Let’s walk through the disaster that this company calls “customer service”:

June 6th: First delivery attempt. Delivery team shows up without the necessary hardware to assemble the bed. They leave, bed still in pieces.

June 11th: Second delivery. Again, they arrive WITHOUT THE HARDWARE. Seriously?! How does that even happen TWICE?

We reschedule again, this time for June 18th. This morning, I get a voicemail — not even a call — saying the delivery is CANCELLED because (you guessed it) THEY STILL DON’T HAVE THE HARDWARE.

This entire time, I've contacted multiple people from this company, and no one has been remotely helpful. The only person who has consistently answered my calls is Manuel, the salesman, who has been polite and responsive — but unfortunately, all he does is call customer care to reschedule the same doomed delivery I could easily schedule myself. Zero solutions, zero urgency.

Meanwhile, my husband and I both work full-time, we’ve reserved the building elevator THREE times, and we’ve had to arrange for different family members to come wait at our home on multiple days — for absolutely nothing. I have asked repeatedly for compensation or even an acknowledgment of the massive inconvenience this has caused, and I have received nothing but hollow apologies and wasted time.

I am about to give birth in four weeks, and instead of preparing for my baby’s arrival, I am begging strangers on the phone to send the missing bolts for a bed I already paid for.

At this point, I don’t want another reschedule. I want a full refund, and I want the next delivery truck that shows up to haul this ENTIRE bedroom set (dresser and nightstands included) OUT of my apartment. Take it back, and give me my money back. Enough is enough.

This has been a nightmare. Do not shop here if you expect even a basic level...