CITY Furniture — Local services in Tamarac

This is the worst furniture shopping experience I have ever had with any store. I made an order nearly a full month before the delivery was supposed to happen. I asked them to remove the old address from my profile to avoid confusion and provided them my new address for the order. The night before at 6:45 PM I get the text to confirm delivery and it had the wrong address. The worst part is the text said it was too late to make any changes. Then why send the confirmation text at almost 7 PM the night before ????

I immediately called the store directly and spoke with a rep and a manager who assured me the corrections were made to override the delivery so I would get my furniture to the correct address the following day.

Fast forward to delivery day and the driver calls me to tell me they are 20 min away. I asked him to confirm the address and they gave me the old address I specifically asked to be removed! I immediately called the store directly again and was placed on hold for 30 minutes before being transferred to some off shore call center who literally said they could do nothing for me.

I call the store again and some guy with a British accent picks up without introducing himself. I asked to speak with a manager because I know he won’t be able to resolve the issue. He proceeds to talk over me to ignore my request to speak with management and hangs up.

I call yet again and another rep tells me all the managers are in a meeting. Seriously?!?!? Every single manager is coincidentally in a meeting and no one can assist a customer who paid for the order in full with cash ?!?? I even called corporate and they have to nerve to lie and say I was the one who cancelled the order. Are you kidding me ?!?!

Mind you I even paid for “premium delivery”. Please save your money and shop at American signature furniture or anywhere else. They have the same exact furniture for almost half the price. What a waste of my time entrusting city furniture to deliver my bedroom set to my new home.

The entire store needs a training on what customer service is. Asking for your furniture to be delivered to your correct address is not much to ask for especially when you’re paying for it!

*Edit- although the store is still on my never shop again list, the city furniture reps that manage reviews did reach out to me to try and resolve the issue. I sincerely appreciate them trying to do right by me after the horrific experience I had in store. While I do not rescind my review of that particular store, at least city furniture as a whole is trying...

Absolutely terrible experience.

The reason I initially contacted the company was because of a sleeping issue — I was experiencing discomfort and found a dip in the center of my mattress (purchased November 2023). I sent photos to the company, and they confirmed the issue. Turns out, the slats under my boxspring and mattress had buckled (bed and boxspring purchased April 2024). I reached out to customer service and was told my only option was a replacement of the same defective bed, which I declined.

They sent a technician out who openly said, “I deal with the Cortina beds all the time — they’re garbage,” and advised me to get a different one if I could. That’s when the nightmare began.

For over a week, I was on the phone daily with customer service, dealing with reps and supervisors who were either clueless, uncaring, or powerless to actually resolve anything. After hours of exhausting phone calls, I was finally allowed to select a new bed — but then they tried to withhold the cost of the boxspring I had already purchased (which I no longer needed). It took another lengthy call to finally get credit for it.

On delivery day, the two delivery men refused to bring the bed parts into the bedroom (which was literally right next to the front door) and left everything in the foyer. They also said they were only taking part of the old bed, even though the agreement was to remove the entire thing. Another call to customer service. Another supervisor. Another rescheduled pickup.

Saturday’s pickup window was 1:30–3:30 PM. At 3:38 PM, the driver called to say he was 10 minutes away. No one ever showed up. I called back — nothing. No answers. Completely ignored.

In-store wasn’t any better. At the Boca location, I asked for a manager and was met by a sales rep named Angel (not a manager). I explained my situation and asked for help looking at platform beds. He replied, “They’re all over the showroom,” and when I asked for a little direction, he dismissed me to go help a couple who arrived after me. Totally unprofessional.

The only decent people I dealt with were Alex, Gian Carlo, and Gabby at the Boca location.

After everything — a week of stress, wasted time, lost work hours, and constant frustration — the company offered a measly $100 refund. And to top it off, I rescheduled my pickup for Monday, only to find out later they don’t even do pickups on Mondays.

Absolutely awful experience from start to finish. Would never...

We had a great experience at City Furniture. Our salesperson, Julian, was helpful answering our questions and showing us around the showroom. And he also gave us space to discuss the decision. The purchasing process was easy. Update: As nice as the shopping experience was, delivery has been the opposite. We love the couch and are happy with the purchase overall, but I'm lowering the rating based on the delivery experience. We were told at time of sale that delivery would be in two parts. The initial delivery was about a week after purchase and the same day as that delivery, we were informed we could schedule for the rest of the parts. About 10 days later we received the 2nd delivery which was missing a piece. Now two deliveries turned into three. City's delivery windows are a bit inconvenient in that you have to commit to being available an entire day and they give you your window the night before. I had already committed to being available a full day twice now and didn't want to have to do that again because of their mistake. So I called customer service and asked them to commit to a morning bracket, in advance, for this 3rd delivery. I had to fight with several people over this before I finally got someone to agree. My promised delivery was scheduled for today from 9 to 12. At 5 of 12, when I hadn't heard from anyone, I called customer service to check on the delivery. City outsources their front line customer service. And I was on the phone with someone from overseas who argued with me about what my delivery bracket actually was and was trying to get me off the phone by saying my driver would call me soon. While on hold waiting for a supervisor, the driver messaged me that he was 10 minutes away. When the delivery team finally showed up, late, I couldn't accept the delivery due to some damage. As I was trying to look over the piece, a customer service rep, overseas, who was on the phone with the delivery driver was trying to rush me to agree that the delivery was fine. When I explained there was damage and I wanted a new piece sent, he was confused by the request. I sent the delivery team away with the damaged part and requested a call back from a manager. No one ever called. I'm going to have to chase City down to get the rest of my delivery. And I ordered two additional, unrelated items that are on backorder. So I'll likely be doing this again multiple times....