CITY Furniture — Local services in Plant City

An HONEST review: We stepped into City Furniture after a recommendation from our realtor. We were in town for two days to close on a new home and were hoping to find a few items for immediate delivery. We made our needs known to the salesperson before looking, and he assured us that as long as we picked out in stock items, we have it delivered NEXT DAY. We knew this was a big ask, however we were assured that we would have delivery. We paid IN FULL, over $15,000 for in stock furniture. We were told we would receive a call later that evening with confirmation.

There was no phone call.. The next day, I called the showroom to speak to the salesperson and/or the manager we dealt with. Neither were available. A Manager on duty, passed along a message to us that we were VIP customers and they arranged special to have our furniture delivered between 9:00-12:30 and not to worry. By 1pm with no furniture delivery, I called again. The same manager relayed the message that the furniture was being loaded onto the truck right then and would be delivered within the next hour. At 4:45PM the manager on duty called us and said “Unfortunately we will not be able to deliver your furniture today. We can have to you at 8am tomorrow.” This was unacceptable as I had been told all day it would be arriving. My original salesperson and manager were not even at work that day. I asked that if the furniture could not be delivered by end of the day, that the order be cancelled and refunded, as we both had flights out the next morning so that we could get to our respective jobs and that I didn’t believe they would deliver at 8am. She said she would call me back. There was no phone call.. I had to go to Walmart at 9pm to purchase inflatable mattresses for us to sleep on.

The next morning, a phone call from the delivery side of City Furniture with delivery being scheduled between 12:30pm-3:30.I had to cancel my morning flight, extend rental car, and my husband had to Uber to the airport. The furniture was not delivered until 2:30pm that day. The delivery personnel said an 8am delivery would not have been possible anyways, as they don’t arrive to work until 8:30, which means the manager lied about that as well. And to top it off the sofa we ordered in the showroom was not the correct configuration.

I missed my rescheduled departing flight, which made me miss my connecting flight and I did not arrive to my destination until 6am the next morning, with three hours to sleep before reporting to my job. It also cost me more than $1500 in extra travel fees, not to mention two nights of not sleeping well due to City Furniture employees’ lies and lack of communication. As a brain tumor survivor, sleep and low stress (quality rest most of all) is a priority for my overall health. Had they just been honest and upfront about not being able to deliver in the first place, we could have made arrangements for a hotel stay and scheduled furniture delivery when we returned to town in a few weeks.

I sent an email to the CEO and filed claims with Customer Service to give them an opportunity to rectify the situation before posting a public review. I still have not gotten an apology, a refund of anything, or even a call back about replacing the wrong sofa components (Customer Service says no one from the Plant City store has called them back about this issue). City Furniture offers a great shopping experience in store, however, once the item is ordered and paid for, there is no more customer service and the experience becomes sour. Closing a one-time sale is more important than having satisfied and repeat customers, with this company. We have a good bit more furniture to purchase, however it looks as if we will have to go elsewhere since this issue can’t seem to get resolved in a timely manner. Including no response from the CEO.

I am attaching photos of the sofa we picked out in the store through the salesperson, and the sofa that was delivered. Mistakes happen, it is how the mistakes are resolved that can reveal the integrity or lack thereof...

My experience with city furniture was horrible. I call customer service line because my husband and I bought some furniture from the store and one of the chair was broken after some months, was ripped but it still had guaranteed. The lady from the customer service line asked for some pictures to confirm that the chair was in the condition I said . After she confirmed that the chair was broken she decided to give us the opportunity of a technician coming to the house we paying $50 or taking the chair directly to one of the stores for exchange. . After we went to the back of the store on Plant city Florida to exchange the chair, the guy from the back of the store where you do the exchange told me that i needed a credit —mile something Iike that, I don’t remember exactly the name. So after that, I decided to go inside the store, leaving my husband in the car with the chair when I went inside the store I sat with the lady on the store, the customer service lady in the store who was super nice to me and tried to help me all the time I can say absolutely nothing bad about her because she was she was great. But she noticed on the computer that The customer service lady from the phone didn’t specify in the computer everything so she decide to call to figure it out the next step, to find out that the lady who did the reclamation online didn’t brought specify everything so the guy who attend the call because she couldn’t talk directly to the same lady, so the guy who attend the call told her if I could bring the chair inside the store to be inspected after I already sent some pictures via email to that lady the lady who was with me at the time she explained to him that I already sent some pictures so he said he didn’t see the picture and then when she told him that ,he changed his mind and said Ho yes I see them, still make me go outside to get the chair and bring the chair all the way to the lady who was attending me on the store. She look at the chair she said yes is broken and she answered that to the guy after that the guy on the phone still the chair need to be inspected by a technician on the store ,if the technician inspected you can change it so the lady who was with me took me all the way to the back of the store where they do the exchange , the guys who were there we explained everything to them and they say oh, but we don’t do that in here we never hear on it,We don’t have any technician to look at the chair right now and she told the guys yes, but we can see the chair is broken like she said and she was sent here to exchange the chair so something need to be done and they say oh no, we cannot do nothing about it. The only thing we can do for her is for her to make another appointment for a technician to go to her house and charge her $50 so I was so mad for spending more than an hour there after they send me one hour because I live in Sarasota, so I I went all the way to Plant city because they told me to and they had me there for an hour and then they told me that I need to make another appointment and send me a guy to charge me $50 my blood pressure was so high already and I decide to call the manager, who was there super fast I went back to take some picture of the chair because I was already leaving the chair on the store I didn’t want to bring the chair back with me. I was super super disappointed. The manager took less than three seconds with me he didn’t want to deal with me at all. He asked me what happened. I told him everything everything in the fast way because I was already so tired so disappointed and he told me do you pay the extra insurance and I said no I didn’t but I have a warranty and he said yes , But we cannot help you with that it wasn’t his fault that customer service sent me there. In a sarcastic way, he asked me how much I pay for the chair . I told him for the chair like $130 but in total $20,000. Not respect for customers. I decided to leave. Is so sad they charge you the money in seconds when you are buying but they don’t want to deal with...

UPDATE

After 8 months, finally I received my order in good condition and happy with my purchase.

It is worth mentioning that after my review, the social media department contacted me. They offered me a $50 gift card for the inconvenience and followed up to ensure I received my order on the indicated date and without any issues.

It’s a shame that a customer has to go through such an ordeal simply because there’s no tracking system in place for online orders that experience backorder delays. You NEED to follow up on those orders. You MUST inform the customer about these delays and offer options such as re-selecting a product if they don’t want to wait that long, a gift card, or some other kind of solution that shows the customer you care about their purchase and that you’re committed to providing good customer service.

You can’t just let an order sit there and die until the item finally arrives a year later, leaving the customer to go through such a frustrating experience.

This is Customer Service 101. You need to do better.

Giving two stars because I bought before with City Furniture at Orlando’s Stores and Online and I have a very good experience but it was not the same with my last purchase online.

On August 26, 2024 I place an order online and one of my items says that it’s going to be available between November 27, 2024- December 18, 2024 what’s it was perfect for me at that moment because it was supposed to arrive in time for the holidays and my home it was going to be complete “in time” for my visitors.

It turns out that I never received it on those dates. I called in January and they told me the item was still on back order and would arrive in March. I complained that I never received any notification of the change and they offered to reselect it for another item or cancel the order and they would refund my money, which wasn't my first option I really wanted the item. I gave them a second chance when the March (2025) date they mentioned approached. One day I checked my online account and it turned out it was supposedly going to be available in April.

For the third time, I eagerly await April, when the day approaches and I check in my online account if I can already set the date for the scheduled delivery, it said that my order was picked up on March 13, 2024. Pick it up by whom?

I called customer service AGAIN, they checked, etc. They left a note with the Warehouse asking them to verify the information and that they would be in touch BY CALL, he says. I was left waiting for a call or communication that never happened. I logged back into my online account again, and it already showed that it would be available for pickup starting April 12.

Another issue, when I placed my order online it said free shipping (which to my surprise when they delivered my first item from the same order, a truck driver brought it as a delivery, but anyways, cool, I received my order), and now it turns out according to live chat Customer Care that my order is not free delivery.

I hope this whole issue has nothing to do with the amount of my total order (because it's not a very large order), because, large or small, it's a question of quality of service, not quantity. This isn't my first purchase from City Furniture, as I mentioned before. I've recommended the store to my parents and friends, who have left thousands of dollars for the company simply because I really like what they sell and the quality of service.

Anyway, it's been a very bitter experience with this purchase. For all my inconveniences, they did me the "favor" of offering free shipping. We'll see if and when it arrives. Still waiting on...