City Home — Local services in Portland

TLDR- Ended up returning all items. Good sales and delivery experience. Mixed feelings regarding customer service.

Had a good sales experience with Nathan everything sounded so great. I bought a floor model table that had scratches as I wanted a table ASAP. Fast forward to the delivery date- no call no show. I call them- they tell me they'll deliver the next week. I'm like uh no ? I had people coming over for dinner. So after hours of arguing they agree to deliver it the next day. They told me I had paid for a more expensive model of table than the one I was actually shown in store, and they had one in stock. They told me they would just deliver that one instead of the floor damaged one to compensate for the missed delivery. Delivery drivers show up drag this 300lb table inside my house (not exaggerating it's a marble table) and realize they don't have the legs for it. I try calling into the store can't get ahold of anyone. Delivery guys take off. Eventually I get ahold of Kaitlyn who on April 1st says they don't have the legs to the table. Said they are in stock, she can order them today the longest it will take 4-6 weeks, but should be quicker since they are in stock. And they will take 10% off my order. 6 weeks goes by and I call them asking for a status of the legs. Kaitlyn says she will call me back tomorrow status. That never happens so I call back again. Eventually I get ahold of the store manager Snow. All she will tell me is that they "could be here any day". I said that's fine I just want assurance that these are actually in transit, as I have a dining room now full of an upside down marble slab and 6 chairs that are unusable blocking a room in my house. Eventually I get an email back saying that the items were "prepped to ship the first week of may" I emailed back so are they shipped? Do we have an approx delivery date? another few days pass and again no response from Snow at City home. At this point (almost 2 months later) they can either come get their legless table and chairs and provide a refund or I will dispute with my credit card company. I understand that delays and stuff happen, but the lack of communication and customer service is something that's well within their control and was a total let down. UPDATE After my google review a new customer service rep contacted me (Sarah). For the first time she was honest with me. Told me they ordered the wrong legs for the table and it was going to be at least another few months before they could get the right ones. She set up for her delivery team to come pick up all purchased items and refunded my money. Delivery team called ahead and arrived on time. I recognize this whole situation is a lose-lose for both myself and the store. I want a table- they want my money. They had to have lost money just delivering and then having to pick back up the table. I just wish there was more honesty and transparency earlier on in the process. Maybe even a loaner table would've been nice. While I don't think I'll ever shop here again- I am upgrading my review to 3 stars based on the company reaching out to apologize, remove the unusable furniture, and provide transparency into the root cause...

Anyone who is even considering shopping for furniture in the Portland area would be crazy not to go to City Home. This is a long story so buckle in, but it's well worth it and highlights the care and dedication they have to their customers. If you do not feel like reading this whole thing, please just go in and ask to work with Madison!! She is patient, kind, willing to work with you, not pushy, and always cheerful. Working with her was one of the best experiences I have ever had purchasing something from a store! We had a ton of issues with our set up and space and it required us to go back and forth and through a few couches and she was never irritated with us or willing to give up on us! 10/10 amazing customer service.

My partner and I had a nightmare of an experience ordering a custom sofa from another furniture store in Beaverton in February. It never came and when we found out it never was going to make it, we started our hunt again. We have been to every single furniture store in a 50 minute radius of Portland, and once we entered City Home and met Madison, we pretty much were sold on wanting to work with her and her team. We are working with a SUPER tight space and had measured 10x but still not well enough it seemed. We ordered a couch through City Home, they delivered it (with a really great delivery service), and they could not get the piece down no matter how many ways we tried it. Madison was quick in helping us, took back the furniture, and invited us back in to look for alternatives. We went around to the last remaining furniture stores to see if there was anything very modular that was available (As we only wanted in stock after our last fiasco ordering from the store in Beaverton) and everything was BLEH that was modular. We went back to Madison thinking nothing would ever fit. She was AMAZING again, provided us with a sofa that checked all our boxes, and sent us on our way. Well of course delivery day comes and one piece did not fit. They took back that piece and helped us order two other pieces to match since most of the couch did fit down our crazy basement stairs. I cried that day tears of relief as our 6 month ordeal has finally come to an end. Thank you Madison, thank you to her team (I believe Ethan we spoke to a few times as well who was awesome), and thank you City Home! We will 100% return when it's time to replace more of...

City Home has some unique finds to accent your home! They also offer amazing staple pieces like comfy, upscale and modern couches, dining tables, media stands, etc. But, most importantly, they offer solid customer service!

I worked with Nicole S. and was blown away by her attention to detail and patience with me. Apparently, I have FOMO when it comes to furniture selection. Also, I'm new to Portland and making a million decisions in a short period of time since I'm starting over with furniture. But, enough about me...

Nicole was friendly, knowledgeable, most importantly - not pushy, and let me roam around giving me time to digest their amazing selection. She went above and beyond to make herself available when I had questions. She also upped her game by doing additional research on pieces, furniture care, dimensions, design decisions - on her own time. She has solid design advice, a keen eye and taste. And to top it off, she walked over to their sister outlet store with me to see if we could get even better deals to pair with my purchases. Nicole definitely went above and beyond to represent the City Home brand. I can say that with confidence since I visited 7 other stores in 3 days and not all were so memorable.

Side note - I'm excited to get my pieces this week. Unlike other stores where you wait months for a purchase - City Home was able to lock up a delivery date only a few days...