City Furniture Reviews 

Horrible customer service, put it a ‘claim’ over a week ago and still no response on current order. I’ve ordered from them for years but never again. Last order, 3 out of 5 items were damaged at the warehouse so they delivered the 2 items and when trying to get the other 3…I was told they were discontinued. They are trying to make their store more high end with higher prices but not higher quality. You can change the name but it’s still the same product.

I am writing to formally complain about the mishandling of my warranty claim, refund, and financing account with City Furniture.

In 2024, I purchased a sectional sofa from City Furniture with a warranty. When the sectional could not be replaced under the warranty, I was informed that I would receive a $2,800 credit toward a replacement couch.

On May 25, 2026, I visited a City Furniture store to select the replacement. I was specifically told that the $2,800 credit would be applied once the new couch arrived and was delivered. Based on that representation, I proceeded with my purchase.

My family also opened a Synchrony financing account through City Furniture and purchased additional furniture, including a bedroom set. The total financed amount was approximately $14,000. After applying the promised $2,800 warranty credit, the financed balance should have been approximately $11,000.

Instead, after the delivery, I was informed that City Furniture had issued a refund check rather than applying the credit to my Synchrony account as previously represented. As of August 3, 2026, I have not received that refund check despite being told it was mailed.

To make matters worse, my Synchrony statement now reflects a balance of approximately $16,000, which is significantly higher than what I was told I would owe. I have made numerous calls and had several conversations with City Furniture representatives, but no one has resolved this issue or provided a satisfactory explanation.

This situation has caused unnecessary financial hardship, confusion, and frustration. I relied on the information provided by City Furniture employees when making my purchase decisions, and those representations have not been honored.

I am requesting that City Furniture immediately:

Investigate and correct my Synchrony financing account.
Apply the promised $2,800 warranty credit to my account or immediately reissue and track the refund check if it cannot be applied.
Provide a written accounting explaining why my financed balance increased to approximately $16,000 instead of reflecting the promised credit.
Confirm in writing that this matter has been resolved.

If this matter is not resolved promptly, I will pursue all available remedies, including filing complaints with the appropriate consumer protection agencies, the Florida Attorney General's Office, the Better Business Bureau, and any other appropriate regulatory agencies. I also reserve the right to pursue any legal remedies available to recover damages resulting from these errors.

I expect a written response within 10 business days of receipt of this letter.

Bought a sectional with a chaise 4/30 by mid May when I called because the chase looked like it was over 3 yrs old I was told it could be repaired I would have to wait 4 to 8 weeks we’re in 5 weeks now called for up date could be 4 more weeks. The back cushion has lost its shape completely and the cushion is 6 inches from the back and can not be pushed back it is sowed onto the frame very poor quality and their warranty department is useless. There is no way a sofa should look the way it does after a few weeks. So disappointed! I will never recommend anyone to purchase from this place worse warranty department ever

DO NOT BUY THE PROTECTION PLAN THEY REFUSED TO HONOR IT- this is a terrible business practice. Now they calling themselves Citi home, imagine getting an appliance and they refuse to fix it.

A little over one year ago I bought a sofa, recliner, and 3 piece loveseat. After being abused by two active and playful children the furniture has obtained aesthetic damages. Additionally there are electrical issues with one of the seat lights as well as the charging port on the 3 piece loveseat. The technician came today to inspect the furniture after I made a claim for these damages. NOTHING WAS FIXED and I was informed it will take 12 WEEKS to obtain the electrical pieces needed. Please further educate your floor staff about how to clearly, accurately, and truthfully sell your clients on obtaining the three year protection warranty. I was told several pieces of what I now know to be incorrect information regarding your warranty and am severely disappointed in the quality of customer service we have received. We were sold the three year warranty under false pretenses that aesthetic damages would be covered as long as we made a claim within the three years. Even after clarifying that the scratches are NOT caused by pets, they still did nothing to help or live up to what I was sold. WARNING: We also were not informed that claims needed to be made within a certain number of days of the issue occurring. If I had known this information, claims would have been made appropriately and there would not be, to use the technicians wording, an "excessive amount of scratches" when the technician arrived. CITY HOME is at fault and it's disappointing that they led my family and I into false pretenses when we purchased. Unless these issues are addressed I will never be purchasing from City Home ever again and would never recommend dealing with people who over sell and under serve.

This chain sucks. Stay away, They sell defective merchandise.

1. Terrible customer service
2. lack of empathy for consumer after purchase
3. Hiring unexperienced delivery and assembly individuals
4. Cannot speak with anyone in Corporate to file complaints.

Update; After I submitted reviews across several platforms about City Furniture. I keep receiving pre-messages from Kate at City Furniture. When I reach out to email she provides I hear crickets. Amazing, how they operate and yet stay in business
6/30/26- Called City Furniture Altamonte Springs spoke with Rob (manager) who was great he listened to my issue, called me back and gave me the solution which was to replace the entire bed. But it wasn't Corporate Office that reached out it was a manger from local store.
7/1/26- I did file a complaint through the BBB and in fact received an email from the BBB with a response from City Furniture. This is what it says: ***MESSAGE FROM BUSINESS***
We are so sorry the customer did not have the experience we wish for all of our customers.
The customer was assisted with an exchange for the entire bed scheduled for 07/04/206.
We will be following up the customer after the deliver to ensure the customer is satisfied with the delivery.

Terrible warranty, Claim my mattress by default, a year later it had been discontinued, they gave me a credit to buy a new mattress at double price. Was Oscar Chacon manager in altamonte spring Florida. The rest of my bed room set was discontinued before the first year.

Their delivery system is a disaster, and their customer service relies on trap tactics and hidden fees rather than solving problems.I ordered a matching bedroom set. They delivered only the bed and mattress first, promising the remaining pieces would arrive in two weeks. It took five weeks. Accepting that initial partial delivery was a massive mistake, as it trapped me with an incomplete, mismatched room.When the second delivery date finally arrived, I was given a 3-hour window. I waited for over 5 hours. When I called customer service to cancel the remaining order because it was nearly an hour and a half past the delivery window, they threatened me with a penalty fee for refusing the delivery. To make matters worse, they told me that while the undelivered items could be canceled, the pieces delivered a month ago could not be fully refunded. They expect me to keep a standalone bed and find a completely different chest and dresser that happen to match.When I complained about the 5-hour wait, the representative dismissed it by claiming the 3-hour window is "only an estimate." They offered a insulting refund of half the delivery fee to make it go away. When I demanded to speak to a supervisor, I was left on hold for over 40 minutes—clearly a stalling tactic hoping the truck would pull up before a manager had to face me.You genuinely need a lawyer to read their sales contracts and delivery conditions before purchasing. Zero transparency, zero respect for the customer’s time, and predatory policies. I will never buy from them again.

I'm a guy. I don't usually go furniture shopping....but my wife and I needed to replace the living room! Our two Golden Retrievers had eaten the couch cushions; threw up on the carpet; shorted out the lamp by chewing on the cord AND sat in MY chair and "passed gas" repeated times!
Yania Mendez met us as we walked in and it was easy peasy from there on out. The couch she picked out for us had comfortable arms for lying against. The two chairs swiveled and rocked...and the lamp worked without blinking on and off. Yania was extremely pleasant and made the whole process simple. We were all signed up within an hour and EVERYTHING was delivered the very next day. If you have reason to visit you'll see that their newly named and upgraded City....should have the motto of: "It ain't just chairs."

Recently, I stopped in to purchase some decorative items for my guest room. Sylonie Graham greeted me and offered to help me locate the items I was looking for. She was very professional, knowledgeable and listened carefully to help me find my items. Although the items I was looking for were indeed quite inexpensive she still spent a lot of time locating everything I was looking for. I've purchased a great deal at City Furniture over the years and I look forward to returning at this store. With that being said, I intend on securing Sylonie to help me select the furniture I'm looking for. I'm very iompressed with your store and Sylonie!
John Bachausen

My shopping experience in the show room was great. I had a wonderful sales gal, Portia Gordon. She got right on it, we could have furnished my whole condo in an hour. She promised me delivery in days, which she did hold her promise. It was delivery & customer service that fell apart. Delivery came 3 days later, everything I ordered was damaged, which was so disappointing!! The delivery driver documented some damages immediately, but there were so many things wrong. I went in to city furniture in Boca in person & a lovely manager/problem solver inter-vend. She worked out a return for Friday June 12 at 2:30. I had a friend on call to except my delivery. At first we were told 2:36 arrival then all of a sudden I get a text at 10:34 that they’ll be there in half hour. My friend never got to shower & ran to my home. Not everything was on truck. All of a sudden I get another text that I have another delivery from 2:30-5:30 made my friend nuts. I get a text that it’s 3:34 they be there in 30 minutes. My friend once again ran like the wind & made it there before the drivers. Customer service was horrible & so was the communication of how many deliveries was insane!! I’ll think again when I decide to go to City!!

I paid for two orders, invoice numbers 711666 and
710580, for two warranties I paid for the three year protection plan, for stains and the first time I call them, they say that it is out of warranty because I should have called them every time a little stain or dirt appears. Ridiculous. City Funiture discounts and warranty are a scam. Be aware! The order numbers are in this claim. Kate, you are a robot or you don’t know to read. Then, people saying were from City Furniture called, they offered a half of the solution -in the next 12 weeks!- for my problems, but, when I asked them to send an email saying so, they again disappeared. So, it seems that they have developed a skill version of a fraud and a scam, both for the products to be returned and for to cover the warranty paid to them. Be aware!!!

Usually love City Furniture and have purchased many pieces from them over a 20 year time. But recently i found myself disappointed by the customer service and lack of understanding towards customers. 2 weeka ago my wife an I purchased a section with the reo of a sellers person. We found piece we loved but was worried about the measurements fitting the living room. We gave the sales person the measurements and was told it would fit the area. Fast forward to delivery day, the pieces didn't fit, had to beg them to let us exchange it with something different, used the same sales person and gave them thensame measurements, just to have the issue happen again, now im stuck with a sectional that I've come to hate and out of $3000. So before you purchase please know you will have a had time making returns or exchanges and they way they are nice and pleasant with you at time of purchase will not be the same if something goes wrong and you need to make changes

On April 28th I had multiple items delivered, among them was a vase that was delivered in a box. As the items were delivered to me I noticed the box rattled and I asked how I would be able to claim a broken item incase there was damage. They said you can go online within 24 hours and make the claim. Well, as expected the vase was broken in half and the claim was made. We are going on a month now without a single word to replace this item that they neglected in delivery. Avoid them because if you have any issues they will not correct it.

The bedframe I ordered was missing 3 of the six "feet" that are supposed to be attached to the slats upon which the mattress sits.

Attempting to acquire the missing parts I had conversations with several AI assistants who said they understood how frustrating this must be and would help me get this resolved right away. Unfortunately the AI was unable to get the real people involved to take the matter seriously.

The first person I talked to via Chat required me to send him a photo of the bed that indicated the missing parts so he could "open a claim". I did that and it was the last I heard of him. Then I contacted customer service on the phone to check on the status. I was told the wait time was over 5 minutes but press 1 to be called back as soon as the next slot was available. 2 days later I'm still waiting for that call.

Finally I talked to the original salesperson who assured me it would be taken care of. It has not.

In the meantime I bought some adjustable feet on Amazon that did the trick so I could finish the setup. In the event City Furniture ever gets back to me at all, which now seems unlikely, I will resist the temptation to tell them where they can put their feet. .

If you do buy from them I recommend you pay for assembly because their customer service is basically non-existent if there are problems.

Update: The response I got below just goes to show how delusional they are about their customer service. 90% of the reviews on here are 1 star. I did reach out to the person that responded via email and ended up getting a call from someone with an Indian accent I could hardly understand but it was obvious they hadn't even read this review.

David Price here. I’m a verified purchaser of over $7,000.00 worth of furniture in May of 2026. The order was screwed up from the start. We ordered a king bedroom set in a white wash finish, and a queen set in a darker brown tone. The delivered just the opposite. The queen in the lighter finish, and the king in the darker. Delivery people said it wasn’t their problem. I have an email from them stating what I said we ordered was, indeed, correct, but it didn’t matter to City Furniture. I paid $600.00 for the “premium” delivery, and set up. What a freakin’ joke. They put the furniture in the wrong rooms, and refused to move it to the correct rooms. They were supposed to assemble our sectional, and test to see if all the power accessories worked properly. Not only did they not bother to properly assemble the sectional, they didn’t even bother to plug it in to see if it worked (IT DIDN’T). I immediately got a response saying how sorry they were, and they would make things right. HA! What a joke. I’ve called, and we exchanged emails repeatedly, but nothing has happened. No price adjustment. No nothing. To make things worse, I received an email from City Furniture the day after we purchased advertising free “premium delivery and set up” for orders over $1495.00. Our order was over $7000.00, and they refuse to refund us the money, plus they botched the delivery and didn’t set anything up, so we paid $600.00 for less than nothing. Don’t trust these SCAMMERS. They forget your name once they have your money. INEXCUSABLE, DECEPTIVE business practices. They should be investigated for consumer FRAUD!! I’d given them ZERO STARS for I could’ve. A total, udder waste of our time and money. My cell# is 614-325-5800. Call me , and correct your mistakes/overcharging.

Terrible warranty and incorrect information when u buy we were concerned about cushions wearing and we're told that if we purchased warranty would be covered well 1 year later we have one cushion that has completely flattened and the material is worn thru and told this not covered under our pricey stylus couch LOW QUALITY bad sales tactics would not recomend

You should focus on city furniture and fixing your issues before rebranding to City Home and biting off more than you can chew. Stop outsourcing your customer service to Colombia and Phillipines and start taking better care of your American employees instead of rebranding to City Home

City furniture policies area all illegal, (BEEARE) I purchased a bed and it was delivered damaged, reported it within the stipulated time they said no refund, you will be given a new bed, (so no refund no exchange) forced to comply. A manager spent over an hour a got them to agree to a credit note with specifications. I had to use the credit note before they will pick up the damaged bed. But they picked up the bed they did not have Tv Stand. The tv stand which I was forced to purchase with the store credit plus additional cost, was not delivered. So, because there so much back and forth forth ( and bill was written so fraudulently, I said enough!!! I am done with City Furniture and I refuse to take delivery. No City Furniture is telling a lie to synchrony Bank that I received the TV Stand. And Synchrony for its part refuses to ask for the delivery invoice. That would show the date, time and my signature as proof. I changed my mind about the purchase and the sale was never completed.