My wife and I had purchased the LW Mercer sofa and chaise lounge and ottoman set originally in 2014. After less than a year of owning the couch, the cushions became distorted and the couch springs began to push through the cushions and were misaligned. After calling the warranty department and scheduling a service visit, we were told that the couch springs and deformed cushions were “normal wear and tear”. I called to complain but was told that regardless of having the warranty on the set that City Furniture would not repair or replace the sofa. I filed a complaint with the BBB and also posted the story on multiple online sites as a negative review. Surprisingly, I received a call from City Furniture Customer Service and was told that they would honor the warranty due to the poor quality of the couch and they would replace the couch with a newer version of the same set. With just my wife and I at home, the sofa does not get much use. In August 2017, about 2 years after the replacement, we noticed that the cushions and springs began doing the same thing as the original set. We called City Furniture Customer Service again and arranged an inspection of the sofa. Upon inspecting the sofa, the repair technician informed us that the springs and cushions on one entire side of the sofa would need to be replaced. He also told us that it was a job that would take several hours to complete. He also warned us to keep an eye on the chaise side of the sofa because he suspected that the same thing would happen to that side in a short amount of time. Customer Service informed us that the parts would take 6-8 weeks to come in and that we would be called to arrange a repair appointment when the parts were received. In November of 2017, we noticed that indeed the chaise area had the same problems. The springs started pushing through the cushions and the cushions were collapsing. Again we called Customer Service and arranged for a repair technician to come inspect the sofa. Again the repair technician inspected the sofa and told us that the entire chaise area would need to be replaced due to problems with the springs and the cushions. In speaking with City Furniture Customer Service (again), we were told that the parts would have to be ordered and that the chaise area would be repaired. We were told that the parts would take 8-12 weeks to come in. I informed them that this was a problem that seemed to be repeating and asked if there were any other options as waiting an additional 3-4 months for our sofa to be repaired (again) did not seem like an efficient or effective solution to a repeating problem. We have a newborn at home and neither my wife, myself nor our visitors can sit on the sofa. I was told that if the parts were available then that is what needed to be done according to the warranty. I asked to speak to someone else about this situation as a total 6 month wait to repair a poor quality couch (again) did not seem like a good solution. I spoke with Ivan M and explained the situation. Ivan just repeated the same things over and over again; “At this point in your warranty, it is imperative that you wait for the parts for the repair” and “Since this is not a recurring problem, we have to wait for your parts for the repair”. Even after I explained that this by definition of “recurring” is a recurring problem, as it is the same problem happening again, he went back to repeating the same lines as before as if he was reading a script.
We expected a much higher level of service from your company and much higher level of quality and care, and we are quite disappointed. Because I do not want others to experience the same frustrations as we have, we will be posting our story to the BBB complaint board as well as to online review sites. I hope that this may help others avoid the same frustrations as we have experienced.
We are completely unsatisfied with the quality and the customer service at City Furniture. The way in which the extended warranty is explained and sold during furniture purchases is misleading and false.
Shopping at City Furniture was an enjoyable experience! Our Sales Associate, Mike Basile, was very attentive, friendly, and helpful. He gave wonderful advice during our furniture shopping and even educated us about furniture standards! He literally treated us like family and we can’t wait to buy our next piece of furniture from him. We will definitely request him when we redecorate our living room!
Excellent choice of furniture and house decor. Spent a few hours looking around, so much to see. Glad the sales rep just let us wander around until we found items we wanted. Everything we picked turned out to be on sale. Saving a few hundred always good. Was surprised they have a wine and beer bar with coffee and snacks. Makes the whole experience more enjoyable. We did check out some of the competition before going here. Very glad we purchased here instead.
Danielle walked us around the store and was very helpful and awesome to work with. I really appreciate the assistance and the follow up. She is an awesome sales associate and would highly recommend other's work with her. Delivery went off without a hitch. The gentlemen that made the deliveries were very cordial and concerned that I had everything we needed. Danielle followed up on deliveries and my satisfaction. I will definitely be back.
I was looking to buy a sofa and loveseat and visited all of our local furniture stores but found the selection pretty limited but I wanted to make sure I didn't miss anything. I deliberately saved City Furniture for last because they have the largest selection and I knew I would find something there and I did. My salesperson was Jeremy and he couldn't have been more helpful, he gave me his contact number, made sure I saw all my choices, and when I made my decision he explained all my payment options clearly and arranged for my sofas to be delivered within a few days for free. I will definitely return to this store the next time I want to makeover a room.
City Furniture is a US Furniture Store based in Tamarac, Florida. City Furniture is located at 6701 Hiatus Rd, Tamarac, FL 33321, USA.
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