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    CITY Furniture

    2.0 (161 reviews)
    Closed 10:00 am - 9:00 pm
    Updated over 3 months ago

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    I would give this company ZERO stars if I could.... I've never reviewed a furniture company in my life, but there's a first for everything- my experience was too terrible not to share. Purchased a Gemma Navy Velvet sofa (3 pieces) in the beginning of January. Looks great in the showroom, like everything does. It was truly an aesthetically pleasing sofa and very comfy, and we were excited to have finally found something for our living room after many weeks of furniture shopping. The couch was delivered on 1/17/25 and my husband and I unpacked and assembled it. There were multiple striations on the fabric, some pieces looked darker than others, causing it to look like it was already stained. They had the fabric technician come out a couple weeks later to attempt to resolve it- he couldn't. Agreed to replace the couch. When the replacement came, they offered to "upgrade" the delivery to "premium delivery ." (My ordeal with In Home Damages described below). The replacement couch was even worse than the first! The pieces were badly misaligned, there was a huge gap between the middle piece, even though it was clipped together as intended, and the armrest on the right side was creaky and the wood sounded broken on the inside. Frustrated at this point to say the least. We agreed to have the sofa replaced (they offered us a discount of a couple hundred dollars to keep it as is, after we paid $2700 with taxes and warranty purchase). Get ready for this...the replacement they sent was the EXACT SAME sofa we had originally sent back. It came wrapped in plastic, instead of in the box. When I asked the delivery driver why, he stated it was because they "carefully inspect it for quality." The markings and striations were in the exact same spots! Also, I had placed felt pads on the legs of our original couch- when I looked under the legs, I could see how they took the felt pads off and scraped the sticky adhesive off. Wait it gets worse- the right chaise piece which was supposed to extend didn't even work anymore. Infuriated at this point, I had to spend several hours on the phone with Customer Care. We even went back to the Ocoee location and notified the store management of the entire ordeal. They tried to help, but it was lackluster at the least- we decided to get our money refunded. There are major quality standards that are lacking with this particular couch. Service recovery is nonexistent at City Furniture. The terrible Yelp reviews are true, trust me. Take your hard earned money elsewhere!! My In Home Damages Ordeal: Upon receiving the first replacement, we had 2 delivery drivers. City upgraded us to what they call premium delivery. My review is already lengthy, so I'll summarize this best I can- They scratched the paint on my front door frame because they were shimmying the furniture out and I told them the 2 larger pieces had to be taken through the back. They dragged the furniture on the tile, thus scratching it in multiple places. And one of them pushed the sliding glass screen door completely off track. I will say, he helped me put it back on though. I took pictures (date and time stamped) of the tile and door frame and shortly filed an in home damages claim after they left. I was not able to catch all of this while they were still there. Pictures were sent to marlainv@city-furniture.com on 2/4/25. Multiple attempts to reach them since then, even the management at Ocoee store sent emails to no avail. Today, 3/7/25, is the first time a supervisor named Jennifer called me back from the In Home Damages team. She told me that since I did not have actual footage of these incidents taking place, that there's basically nothing they can do. So me, as the customer, with justified claim and proof, means nothing because the delivery drivers lied to cover their a**. Mind you, pictures with time and date stamps were sent that SAME day. She explained that the day it happened, they called the drivers back and they denied any claims of what had happened. Goes to show the untrustworthy people they employ. When this happened, the delivery drivers said they needed to come back that day to get pictures to cover their end. Sure thing. Approximately 4-5 hours later, they came back. When asked nicely to please remove their shoes before coming in (you're not delivering furniture at this point) they looked at each other weirdly. Then the hispanic delivery guy (did not get his name) looked at me and said "F**k it, I'll take my shoes off." Absolutely unbelievable. The other delivery driver did not use any profanity. Safe to say, I will NEVER be a customer with this company anymore. Hopefully this review saves some other people out there! We are now happily awaiting our new sectional from American Signature. The difference in customer service was night and day. If you read all the way through this review, save yourself from City Furniture. (The sales rep we encountered when we initially bought the sofa was very nice- Josue Paulino)

    Gap and uneven pieces.

    HORRIBLE HORRIBLE CUSTOMER SERVICE. The leather sofa that I purchased was far too large and it was made to be against a wall because each piece (6) has flaps along the bottom so the recliners can move. They keep flopping open and look sloppy and unkept, requiring me to re-attach them every time a recliner is operated. The way it sits in my room is you see the entire back of the gigantic sectional, which shows the poorly designed flaps. I did measure but I did not consider the height of the back rests. The furniture makes my room look like a walled off fortress. During delivery day (premium delivery) last Tuesday they came across the lawn instead of using the driveway and sidewalk. Lots of rain the night before. They did not put down a drop cloth at the door. They started putting it together and I pretty much knew right away this isn't going to work in this room. Even the delivery person said this is too big for this room. The pieces do not come together neatly, some are taller than others and the gaps between pieces are varying. While one delivery person was doing the electrical the other puts me on the phone with customer service prior to completion of the delivery. I told them they weren't done yet and I can't confirm satisfaction. I was told to call later and confirm satisfaction. I later called and expressed my dissatisfaction and said I wish to re-select to the other low profile one we were looking at. I even said I would pay a restocking fee. The other one was in stock, and it was $2K more. It never occurred to me the answer would be NO because I paid for premium delivery. I had several conversations with other customer service people and they all continued to say no....finally I got a supervisor and I asked what does it mean that due to Premium delivery there are no returns. What was my other option? She said if you would have ordered on line and it was shipped to the house, I could have returned it. DOES NOT MAKE SENSE!!! Another customer service agent called me the next day and when I told her that I did not confirm satisfaction on the return confirmation phone call, she said the calls are recorded. I will call you back tomorrow and verify that. I said, "Good, now you will know for sure that I did not give the ok for the sectional". NO CALL BACK ON SATURDAY. My sales agent called me on Friday. She told me she would check with somebody to see if she can help. She told me to do a bad review on Facebook and that sometimes gets customer service to allow the return. Now it is Sunday. I guess this is my only recourse. We are repeat customers of expensive items. What a shame! Clearly this company does not put the customer first. I wish I had looked at the CITY furniture reviews prior to shopping there again as there are numerous negative ratings with similar experiences.

    A picture of the damage to the recliners. these are tears that just happen because the recliners are poorly made

    I purchased two identical recliners from city furniture about two years ago $660 each At the time I also purchased the extended warranty for a little more money well about a year ago the recliners started tearing the leather that the head lies on started ripping on bothrecliners. it was tearing in the same place on each recliner, right where you lie your head. It was obviously a manufacture defect. so I called city furniture and told them that I had a warranty, they did nothing. They said the damage was so bad that it wasn't covered under the warranty. I told him that's why I had the warranty. They agreed that it was a manufacturer defect, but still refused to fix it even though I purchased the warranty, this company is a rip off. Don't buy anything from them.

    Angela B.

    This company is an absolute scam. You have 3 days to report damage and if you want to return anything there is a $99 restocking fee. My original delivery window was a Wednesday from 1pm-4pm, driver didnt show up until close to 5pm. Assembled the chair and on Friday morning (within 48 hours) reported a flaw in the material of the seat. I did so via the online chat. I was offered a $100 store credit or a $80 credit to my visa. I accepted the Visa credit. I then received a voicemail from someone named Ivan saying that what the online rep told me was wrong because I did not report the flaw within the first 24 hours. I called back and waited on hold for 25 minutes and spoke to a lady and told her what happened. She took notes and said she could do a $100 credit to my visa and gave me a credit memo #. Unbelievably, she calls me back within 5 minutes to tell me she was wrong again and cannot do the credit to my Visa. So now I have been told TWICE I would receive a credit back to my visa, once for $80 and the second time for $100. I then tell her I want to return the chair as I am over this shoddy, unethical company. She then proceeds to tell me there are no returns. I said what kind of policy is that and where does it say that? She says its the store policy so I go online and find out that is NOT the case. You can indeed return online orders within 3 days however there is a $99 restocking fee. She has to put me on hold to verify this and comes back and says yes you can return it but there is a $99 restocking fee. I chose not to do this for a $199 chair. In the end, the ONLY option I was given was to have a repairman come out on one day of the week only, doesn't matter if that day is not good, and he will have to say whether the chair can be fixed..... This is the WORST customer service I have received anywhere. If you buy anything here, just know you will be stuck with it no matter what is wrong with it and if any parts have to be ordered it will be a 3 month wait. Also know that they may offer you a credit, TWICE, and then call you back and say never mind we can't do that. Never, ever again will I. buy here and I will tell everyone I know not to step foot in this unethical business. PS. I contacted Caitlin from City Furniture below ASAP and have yet to receive a response from her. I believe it's just a post reply to make people think they acknowledge these reviews and try to make things right. Another scam. If contacted, I will update this post. Update 10-25-22: I received a phone call from Wendolyn at City furniture on Saturday 10/22/22, the day after I emailed kate@cityfurniture.com below. Conversation started out with her telling me that because I didn't report the damage within 24 hours they could not give me the discount that was offered to me twice and that the only thing they could do was send a repairman out. I said then why are you calling me because that's already where we stand and I'm not happy with that? She ended up offering to have a new chair sent with premium delivery but the soonest that would take place was 11/4/22. I explained to her that their return policy, or lack thereof, is completely unacceptable and I know of NO store where you cannot take an item back that you purchased within a couple days and get a complete refund. In fact, I told her about the chair I had previously purchased at Office Depot that I decided a few weeks later I did not like; I took it back to the store without a box and was given a hassle free refund, no questions asked. Office Depot is where I will be buying my next chair, definitely not City Furniture. Monday 10-24-22 I was contacted by the Charles from the City Furniture social media team regarding a post I made on Twitter. He explained to me that because I accepted the premium delivery from Wendolyn they could not provide the discount that was offered twice. I explained to him that Wendolyn did not offer me anything besides the premium delivery, she said that was all that could be done so of course I accepted, what else was I to do? Charles then offered to provide me a $50 discount in the form of a check or a $100 store credit. I let him know a store credit would be useless to me as I will never step foot in the City Furniture store again. I'm still not happy with the service that was provided and how much effort I had to put into this but in the end, supposedly I am getting a new chair & in addition I am getting a check for $50. I'm going to change my star rating from 1 star to 3 stars due to the fact that City did contact me and TRY to make things right.

    Tatum sofa, accessories and wall art
    Freddy A.

    I was overwhelmed with the amount of product that was on the floor, the store is HUUUUGE. I moved sto a new location and needed to buy some some furniture to fill up the space. My sales associate Marjorie took her time to show me around and help me pick out styles according to what I liked. I took in some dimensions and she was able to show me products that would fit perfectly. I had a good experience going into the store rather than buying online. The employees there helped so much and made sure that I left happy and the delivery guys were very profesional, quick and efficient during assembly of my product, they even gave me tips on how to take care of the product and showed me hot to disassemble if needed. Overall all employees are very knowledgeable on their product. They even have a cafe that sells food and drinks !!! The cookies were to die for. Definitely will be going back

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    26 days ago

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    6 months ago

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    1 year ago

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    5 months ago

    Cindy is very rude and should not work in the customer service department. Please change occupations. Besides that, the store is pretty.

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    1 year ago

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    10 months ago

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    10 months ago

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    2 years ago

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    4 years ago

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    5 years ago

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    5 years ago

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    6 years ago

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    Review Highlights - CITY Furniture

    I also noticed that there was a mini bar area which sold wine and snacks and had free cookies.

    Mentioned in 2 reviews

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    CITY Furniture - furniture - Updated May 2026

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