CITY Furniture — Local services in San Carlos Park

CITY Furniture Fort Myers - Disappointing Experience

I recently had an extremely frustrating experience with CITY Furniture in Fort Myers that I feel compelled to share. What started as a routine furniture purchase turned into a customer service nightmare.

My issues began when asking about an adjustable bed base with vibration features. A showroom employee gave vague "yeah, yeah it does everything" answers without properly addressing my specific questions. When the base was delivered, it wasn't what we expected at all. To make matters worse, the mattress we ordered didn't arrive on delivery day - after we'd already disposed of our old one.

We immediately called the store to resolve the issue. Despite promises of callbacks within 24 hours, we had to repeatedly follow up ourselves. Our sales associate Shelby initially seemed helpful, suggesting they would replace the base with a different model. However, after more unreturned calls and follow-ups, she eventually offered a $200 credit to keep the unwanted base because it would be "too much of a hassle" for them to take it back.

When we requested a refund for just the base (not the entire order), and for them to please take the bases back, Shelby said she would check with management about pickup arrangements. Instead she texted: "Hi Arnelle, this is Shelby with CITY Furniture. The next step is for you to contact customer care at 954-718-3344. We are unable to do anything from the store level to get it picked up."

The customer service department then dropped the bombshell that CITY Furniture has no return policy whatsoever. When we escalated the issue, we were told the store claimed we never discussed a vibrating base feature, and that they "had to believe their associate over the customer." Theses people can lie and say whatever they want. It's always the associates, always right in that store.

Save yourself the headache and shop elsewhere. Their "no returns" policy means you're stuck with whatever arrives, even if it's not what was represented to you. Despite multiple promises of callbacks, a proper resolution never came.

I wish I had seen this comment before. I purchased anything from city furniture, but I definitely agree with what this customer had to say: "If I could zero stars, I would... Customer service is the worst. I will not be a returning customer. I also called within the 24-hour time limit."

Update regarding company response 5/18/2025:

I responded to the comment left by the company below my review, but their response was total BS. The customer service representative did not care about any that I said; at one point he was talking to someone else in the background. They only respond to negative comments and pretend to want to "make things right" just for show. Their commitment to customer service is not real; it is scripted.

If you purchase anything from this business, you are taking a significant risk. I sincerely hope that everything goes smoothly for future customers, because if it doesn't, they will be "left holding the bag" with no support.

Tip for consumers: Make absolutely sure you're very clear with the sales people at City Furniture; once they receive your money, they could not care less what happens afterward.

Stay...

Update February 28th 2023. it gets even worse!! Make sure you check Yelp where they have 1.5 Stars. I'm pretty sure they buy their Google reviews

Oh boy! I thought wrong. I thought this was a great place after spending $25,000 to furnish a 5-bedroom home. Daniel talked to us into getting the warranty. That was my second mistake. First mistake was buying from them in the first place. A few months later the first bed frame broke. Now I'm still trying to get the warranty 5 months later. I have made at least 40 phone calls. The only day they can deliver warranty items is Friday. Which means for a $400 bed frame. I need to cancel a $2,000 Airbnb listing. They finally figured out a way to get someone else to drive out there from a different store on a Tuesday. I had to pay someone to sit at the house all day and wait for the furniture only to find out it never even made it on the truck and it was still in backorder. Every time I call them I get a new person on the phone but sometimes it's someone nice and actually trying to help like Tamika or Gabby who try their best and other times you get the rudest possible person like Kevin. Carolina and Amy are two of the managers that have tried to help but it seems like they have a major issue with the delivery company. If you have scheduling issues hope you don't have to deal with Paula. As you can see I've talked to you about everyone in the store in the almost 5 months later nothing has happened so I just reached out to corporate and guess what never got a call back.

Update February 28th looking back I never even heard back from any of times I reached out to corporate it wasn't until I finally left this review that they even reached out to me. Since then I have had a couch cushion that came apart at the seams and two more cheap broken bed frames and a broken box spring along with the fake paint starting to wear off the side of one of the cheap bed headboards. Finally I thought someone was going to make it out and we were scheduled for a technician to come on the 1st of march. See photo. After now canceling for the fifth time they are trying to tell me they are going to be there on the 6th which I hardly believe.

LATTANNA talked circles around the issue for over 45 minutes and just wanted to blame someone else in the company and the system rather than figuring out a solution. At a bare minimum I should be getting the money I spent on this horrible warranty back. You people would never have to talk to me again obviously I do not want any of your horrible furniture anyways. It is constantly breaking and now my guests have to sleep on a mattress on the floor will while waiting for your most likely next cancellation. For some reason they say that you can't tell the furniture is damaged by the pictures so they have to send a technician from 2 hours away to look at it. The funny thing is it broke on someone that weared 140 lb. I wonder what it's rated for

Update 4/25/24 Another failed attempt to try to use the horrible warranty for City furniture. It's been 2 months I have a broken bunk bed frame broken box spring mattress and now a new broken chair. Nothing about this company has made anything right with me so far but I...

I have never been so disappointed in my life with one company time and time again you guys drop the ball and inconvenience us not just in time but money this will be the last time we ever deal with city furniture or Ashley furniture we have spent hundreds of thousands of dollars furnishing different homes that we have with you guys Over the years. Your service has gone downhill so much so that I can’t understand or recover from some of the incompetence that goes on in your organization after talking to the general manager of the Fort Myers store and him giving us zero solutions other than go to another store in Miami. The inconvenience didn’t seem like it was a bother to him. Your sales staff is incompetent sold us half of what we thought we were getting everything for once we realize that we paid the other half and now they’re delivering it to a different house. Try to get that changed. They said there’s nothing we can do. We have a claim that was open on this they said because we did not open a claim. We can’t get our money back, but yet we do have a claim The manager was not helpful did not care nor willing to work with us or try to get a hold of customer service, he said he could call them, but he won’t that he would just send them an email whenever we try to call customer service every time we call the phone hangs up There’s nothing to leave a message too. There’s no way to correspond with your customer service. I have a feeling that we’re not the only ones that feel this way. I can only tell you that I am gonna go on to your forms and explain to any customer that may want to see reviews of how disappointing that you guys are and how incompetent the company has become I’m sorry to write such a shitty review but I can no longer look the other way with all these mishaps you guys have cost us thousands and thousands of dollars and multiple trips to different houses with scheduled deliveries that you bought every single time you guys deliver broken furniture that took almost 6 months to get anybody to repair or replace I can go on and on about all the mishaps that we’ve had here in the last couple years with your company, but I think the best thing to do is to spread the word and no longer do business with you guys. If you would like to chat about this by all means if you can’t do anything for us...