City Furniture Avis 

Please avoid them. They cancelled a delivery few hours before for a system failure. The customer service is a joke. Never again
I'm waiting for their bankruptcy

City Furniture in Terrace British Columbia has very rude workers to deal with. We had purchased a couch set and upon delivery, the movers were very incompetent and damaged the newly painted wall and are now unwilling to cover the costs of repairs, stating that it is not in their policy, I am writing on behalf of my mother, who is an elder. The movers also damaged the back of the couch with their negligence

Incorrect return information and not honored. I was told by the store and the delivery person I had 24 hours to return and would pay a $99 restocking fee. I called to return it within a few hours of delivery( color different, bad smell and doors cheap) and was told that is not the policy and they will not take it back!

Purchased a couch in March (it's November now) cushions have fallen apart and tarp material is stretched and makes a lot of noise when you sit. Purchased the extended warranty and they refuse/deny the claim. Technician recommended replacement of the couch. Warranty dept refuses to allow us to talk to a supervisor. We have to settle this issue in court. DO NOT BUY FROM CITY FURNITURE

Love my purchases however a delivery man knocked a lamp over and broke it. He told the driver and the driver told me to contact my sales person. Customer service sent me an email to explain the damage along with some photos sent. Now it has been three weeks with no resolution to replace the lamp or provide me with compensation. They have ghosted me.

If you’re considering purchasing furniture from City Furniture, I strongly advise you to think twice. We recently remodeled our entire home and decided to buy all of our new furniture from City Furniture, including bedroom sets, a dining room set, couches, tables, and stools. We invested a significant amount of money, expecting quality products and customer service to match. Unfortunately, this couldn’t have been further from the truth.

One of our pieces, a buffet table that completes our dining room set, arrived damaged. When we contacted City Furniture, we were informed that this was the last available item. Instead of offering a proper replacement, they suggested sending someone to “fix” it—as if that would be acceptable for an expensive, brand-new piece.

To make matters worse, they offered us a ridiculously low amount in gift cards as compensation. Even after pressing for something more reasonable, their “final offer” was a $375 discount, which feels insulting given how much we spent at their store.

We’ve had a frustrating experience dealing with City Furniture and feel they didn’t show an ounce of respect for a loyal customer. Save yourself the hassle and shop somewhere that values their customers. I would not recommend City Furniture to anyone based on this experience.

Sincerely,

Danny Cejas

We bought two leather recliners from City Furniture and initially really liked them. We spent the extra money to purchase the insurance thinking that any issues we might encounter would be covered. However, within a few months the color finish on the chair began to wear off. I could not believe the big mess we had on the headrest. I figured, No Problem! City Furniture will honor the insurance. NOT! We were told that the wearing off of the leather color was not covered. We will NEVER buy another thing from City Furniture. They DO NOT back their products! Run..don't walk..from City Furniture!
Update May 5, 2026. The color on the second chair is now wearing off. Both chairs are an embarrassment and will have to be replaced. After 2 years I finally got a message from Kate at City Furniture requesting more info on our problem chairs. I contacted them and although it was difficult connecting with a real person versus A.I., we finally talked with a representative at great length. We felt we should get consideration towards replacing the defective chairs but were told that was not possible. So, we ended up accepting a store credit for $400. $200 per chair, which we used to buy bed sheets. So, we still have the chair problem. The chairs originally cost about $1200 each so the credit, although nice to receive, was a fraction of our original investment. We will be shopping for replacement chairs shortly, probably from a reputable firm such as Lazy Boy but unfortunately NOT City Furniture.

Bought a sectional from City Furniture Pembroke Pines in September and paid $600 for a spill warranty. When I called about a juice spill, they refused to honor it. Even after escalating to corporate, they still wouldn’t help. City Furniture doesn’t honor their warranties or care about their customers.

"City Furniture Doesn’t Care About Customers!"
In September, I bought a sofa from City Furniture Pembroke Pines and paid for a $600 spill warranty. My daughter spilled juice a month later, and they refused to cover it. I even escalated to corporate, but they didn’t care. City Furniture doesn’t care about its customers once they’ve made the sale.

In September, I purchased a $5000 sectional from City Furniture in Pembroke Pines, FL, and I was sold a $600 warranty that was supposed to cover ANY and ALL spills. A month later, my daughter spilled juice, and when I contacted customer service, they refused to cover it! I even escalated the issue to corporate, but they said the spill wasn’t covered. They sell you the warranty claiming it will protect you, but then back out when it’s time to honor it. Extremely disappointed.

I am writing to express my deep dissatisfaction with the service I’ve received from City Furniture’s warranty department. On 11/25/21, I purchased a sectional sofa along with a 3-year warranty (Order #586518). Unfortunately, less than three years later, the stitching on the sofa has begun peeling. When I attempted to file a warranty claim online, I was surprised to find that although the warranty covers the entire sofa, the claim could only be filed for individual parts. Nonetheless, I proceeded to submit a claim for the affected area.

The following day, I received a text message stating the issue was not covered. Seeking clarification, I contacted customer service and was told that I did not have a valid warranty, despite having proof of purchase. Even after I forwarded my original receipt clearly showing the warranty, they continued to insist that I had only purchased a 1-year warranty. Despite repeatedly showing them evidence of my 3-year warranty, they continued to deny it. It wasn’t until I referenced the current warranty pricing on City Furniture’s own website, proving that my warranty was for 3 years, that they finally acknowledged their error. It took over an hour until they acknowledged their error.

An apology from customer service representative was issued, and a technician was scheduled to inspect the sofa. However, on the day of the appointment, no one arrived. When I reached out again, I was informed that the claim had been denied, without any prior notice or communication. The reason given was that the peeling was considered "normal wear and tear." I referred to their own warranty policy, which explicitly covers fabric defects, yet they maintained there was nothing they could do.

Only after I indicated my intent to pursue legal action did they offer to send a cover for the sofa, which would mean the sofa would not be in the original condition. I advised this was not a resolution as outlined in their warranty policy, since it outlines it will be repaired and if it can't be repaired then it will be replaced. After advising this was not a solution, they advised a replacement fabric for the sofa would be sent. However, the fabric would take 12 weeks to arrive, while my warranty expires in 5 weeks. Given the inconsistencies, lies and delays in communication, I am concerned that this is a deliberate attempt to run out the clock on my warranty, leaving the issue unresolved.

I have screenshot proof of my conversations with City Furniture’s representatives to substantiate the series of events I’ve described.

This experience has been highly frustrating, and I am left with no confidence in City Furniture’s ability or willingness to honor their warranties. I will not be doing business with this company again, I will never recommend City Furniture to anyone and I strongly encourage others to consider this when deciding where to make their purchases.

We bought a dining table with a bench included.
Part of the substructure was missing from the seat of the bench. Not only did it look ugly, it was also uncomfortable to sit on.
The technician just said that it couldn't be repaired. A promised exchange could not be carried out because there was no longer a suitable bench available. A voucher was sent to the wrong address. When asked, it was sent again, but it had already expired. All promises to send a valid one fell flat. You are just put off and lied to.

Horrible experience even worse customer service.

Spoke with Shantel from the customer service several times, nothing happened. Place literally feels like a scam call center when you call.

Go somewhere else, anywhere honestly - this place is terrible.

And nearly two years later they tried to get in contact with me. Forget it.

We bought a leather recliner this week. Gives my elderly husband neck pain….bad health issue. Called customer service to try to exchange (even if it costs more). Supervisor said they couldn’t and hung up on me! We have been good customers but will now bad mouth the company to everyone we know! To make it right for us, call 785-218-1155.

To improve this company needs to clean completely the sales persons and customer service agents
Stop stealing customer dreams and money like it happened to me who can only said: AN ANT AGAINST AN ELEPHANT.
If you read all reviews are the same.
You spend thousands because nothing is hundreds and it becomes a nightmare starting your delivery there is no backs.
Please don't buy them nothing specific with a credit card unless you want charges that will never be cr back or explain why.

NEVER GET ANYTHING FROM this dishonest and corrupt father and son furniture business who I think are Gujarati. They promise warranty and both items we have ever got both broke and he promised a refund on the second item (faulty bed base) but then made excuses. They are LIARS who sell the cheapest faulty goods and even used items as new.

Everything, stirs employees are great, but everyone above them is nonprofessional and they don’t say truth.
Trying resolve issues, not possible. Think they have discrimination on me.
They try 3 times and nothing.
Please people stop baying furniture from City Furniture.
Zdravko Vucic

If I could leave less then 1 star, I certainly would. The worst experience ever. I ordered a bedroom set in August, 2023, it is now October 2024, I have not received my entire set, and I must choose another set, as the set is “discontinued “ I cannot get my money back. I have already paid for the set in full.
The WORST customer service I have experienced, especially the manager of the Boca Raton location.
I would not recommend City Furniture at all, horrible company and horrible representation from their staff. From sales person to high end management.

Hoy 10/12/2024 recibí lacompra de dos sofás dobles reclinables pensando que mi sala era óptima para ellos, después de recibirlos y tratar de acomodarlos vi que no tenían espacio suficiente, el mismo día de recibirlos hablé con customer service en aras de ver si podía devolver uno y cambiar por uno sencillo y para mi asombro dijeron que no era posible, realmente es una situación inesperada pq aún cuando fue mi error, el mueble está sin uso, inexplicablemente me dijeron no se podía aceptar el cambio, es una situación desagradable para mi y un cliente insatisfecho, pq la compra que realizó no me es funcional, si de algo mi opinión sirve para próximos compradores traten de no equivocarse pq esta compañía para nada es capaz de ayudar a sus clientes.

Back in April 2024, I purchased 2 new living room lamps from City Furniture. I paid for them in full via credit card at the showroom. At that time, they said they'd show up in 3 weeks. Three days before the delivery date, I was told they were out of stock and that they'd let me know when they were back in.

The next day I phoned Customer Service to inquire about them and was told they wouldn't be back in stock till Aug 13. I complained about the 3-month wait and hinted they should give me some kind of a discount for me putting up with it. They said I had to contact the salesperson who wrote up the order for me. My paperwork showed no phone number, just an email address for the saleswoman. So I sent her an email explaining the situation. I received a message back stating my email address had been BLOCKED.

Unfortunately, I didn't get a chance to stop by the showroom for a while. On Aug 20, I realized the lamps were scheduled to be back in stock, but hadn't heard from City Furniture at all. I phoned Customer Service to check, and was informed they wouldn't be back in stock until mid-November. I told them I couldn't believe they'd expected me to wait 6 months for them without batting an eye, and that I wanted a full refund. They then started pressuring me to select a different set of lamps instead.

I said no, and demanded they cancel my order and give me my money back. They insisted that that could only be done by the showroom I purchased the lamps at, but that they'd contact the showroom directly and that I'd receive a call within 48 hours. A week went by and I heard NOTHING. So I drove to the showroom with my paperwork and asked for the manager. I explained the situation and she cancelled my order, saying she'd issue a refund to my credit card. (BTW, the manager explained the reason my email was blocked was because that salesperson no longer worked there. She also insisted that I wasn't really BLOCKED, and that they just blocked ALL emails for salespersons' addresses that no longer worked for City. It makes no sense to me why they would block all incoming emails instead of forwarding them to another salesperson or something. Par for the course, however.)

I ordered a similar set lamps from LAMPS PLUS. They showed up 5 days later.

All in all, I feel that City Furniture has been very unreliable, and they have given me the impression that they really don't care about their customers. I will never purchase anything from them again.

ADDENDUM: In May 2026 -- Seventeen (17) months after my complaint -- CITY FURNITURE finally got back to me and asked me to contact them about the issue. I did. They apologized, then went on to explain that they've had a LOT of problems with back orders for quite some time. They then offered to give me a $100 credit TOWARD my NEXT furniture purchase at CITY -- that MUST be used WITHIN 6 MONTHS. I informed them I would never purchase anything from them again, and told them what they could do with their credit.

All I can say is "Wow."

I purchased an Aurora Brown UPH Desk Chair$199.95 plus taxes on May 8, 2024. It was delivered on June 19, 2024. The Hydraulics starting failing and eventually failed on the chair and I called City Furniture Customer Service. A fella came out on July 24, 2024 and decided the chair needed new parts, so he ordered them. Today it is October 2, 2024 and I have no new parts and a chair I cannot use. I called Customer Service again and they advised me the parts are coming in on December 16, 2024. I said REALLY! And they refuse to replace the chair until they try the parts that got ordered and they refuse to give me my money back so I can go buy another chair somewhere else, all until the parts come in. We have purchased a few thousands of dollars at this store including but not limited to two beautiful buffets. LUCKILY, when these pieces arrived we were able to inspect them before the delivery guys left, but a hydraulic desk chair is a little bit hard to test upon delivery because they drop it off in a box for you to put together, so if it has defective parts, you are basically screwed because the parts are coming by a slow boat from China. We are NOT going back to City Furniture in the future and will go try other furniture stores, one's that have better customer service. BE CAREFUL WHAT YOU BUY FROM CITY FURNITURE, they want to sell, sell, sell, but not take care of you after the sale. It is going to be 7 months before we MAY GET a working piece for our desk chair, meanwhile we use a dining room table chair which is not the way to go, this is a terrible, terrible way to do business!