I went to city furniture with the hope that I would remodel my bedroom. I was assisted by a sales representative who seemed kind and genuine I wouldn’t like to disclose her name but this occurred at the Palmetto Bay location in Florida. I selected a canopy bed which I fell inlove with along with a mirror and a mattress and bubbly boards. When I made my purchase the sales associate never told me that if I did not purchase a mattress protector directly from city furniture that I wouldn’t be able to return it or exchange it. Mind you my purchase was over 5k what would it have mattered to add an extra couple hundred dollars. When my furniture arrived at first I wasn’t pleased with the staff who came and built the bed I have significant damages to my walls and ceiling from them building the bed. After the bed was set up then they brought down the bunny board, one which was soaked so I returned. Then they got down the mirror which was cracked so I also returned. What could have been worse. That I laid on my mattress after a long day and my bed was as hard as a rock. I complained to customer service immediately which they advised I wait atleast a week and allow my body to adjust. After allowing a few more days to go by I still couldn’t sleep and started sleeping on the sofa because my back and ribs would hurt from how hard the mattress was. After this nightmare I spent over 10 hours on the phone with customer service and was provided no solution. I went to the store in person and when I arrive I advised the reason for my visit I even said I wasn’t sure I got the same mattress delivered because the one I laid on was so much harder then the one at the store. The employee mentioned that those mattresses have a lot of people lay on them and they get laid on often which is why they’re so different. Then I went to speak with a manager who was beside another manager who lied to my face and said he knows the sales rep offered me the mattress cover because he heard her. Mind you he was with another customer and came over for a slight bit to negotiate the delivery cost. Since it was Labor Day weekend and supposedly they were offering free shipping which wasn’t true. Because you’d have to pay upfront and I decided to finance. The point of my story is to notify people when purchasing a mattress at city furniture to be careful and not be scammed like I was. The rep never gave me a receipt. She never showed me the terms or conditions. I never signed any paper work. I wasn’t even ever provided a breakdown of my purchase even after requesting it via email. Also the rep never called me after I emailed her to tell her I couldn’t sleep on the mattress I purchased. I wasn’t given a resolution. I wasn’t given an option to reselect or return the item I purchased. I wasn’t even granted the satisfaction guaranteed policy because of a neglectful incompetent employee. Mattresses are super expensive the mattress was 3k and I have completely lost my money. I’ve been sleeping on the sofa with my daughter because we cannot sleep on the bed because it’s so hard it feels like we’re sleeping on the floor. I am completely shook of my experience and I find this to be unreal that such a large company which profits so much would do this to a loyal client. I have never been done wrong like this before and I’m completely exhausted and stressed out and cannot even lay on a comfortable bed. City furniture has failed me and has lost a loyal customer. Please share my experience.
Hi, @MsSlovakia - welcome to Local Guides Connect!
Really sorry to hear about your experience - have you left a review for the location itself on Google Maps? That, in addition to reaching out to the City Furniture location management/corporate may help your case.
While you’re here, may I recommend checking out these 14 tips for using Connect and this helpful guide for using Connect to help you get acclimated and understand what makes great content/topics to share here and how to meet and interact with other Local Guides as well.
thank you for the reply. i did reach out to customer service and nothing. then i went to the store and nothing. i emailed the sales rep and nothing. not even a reply. i have left a review on the google reviews last night and someone replied to my review and said theyd be reaching out still waiting for this. i have even direct messaged city furniture on instagram as well as dm the ceo who is andrew koenig still no reply.
city furniture reached out and refused to assist me. They offered me 30% off if I purchase a new mattress but did not provide any solution for my current mattress. They took no accountability for their staff member who didn’t provide me no information nor receipt. They don’t care for their clients at all.
Really sorry to hear that things weren’t resolved in the manner you hoped - although I’m glad that you provided the feedback and they responded to your review and followed up at least. @MsSlovakia . Best of luck!