ComplaintsforFurniture City

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2023 $13,000 Been having issues with different employers in regards to a purchase of a California King size bed that broke in December 2023 and here it is almost May of 2024 and Im still waiting for them to fix under the warranty that we have paid for. The Manager **** is very rude and unprofessional and doesnt want to deal with solving the problem professionally

  

  Business response

  04/27/2024

  To whom this may concern,

  
  The general manager has already given the go-ahead for replacement rails to be delivered to the customer, and ***************** merchandise is being handled. The delivery of these rails actually occurred yesterday, April 26, 24. In the event that the customer still requires parts, the general manager will take the necessary steps to ensure her bed is taken care of. All that has to happen is for our parts and service staff to evaluate the circumstances and determine what will be required. That being said, ************* will receive a call from our office later this week with additional details on her bed. If ************* has any further quesiton or concerns she is more than welcome to contact our office.

  
  Regards,
  Furiture City Team.

  Customer response

  04/29/2024

   I am rejecting this response because: We been waiting since December for them to fix are bed. And it seems to always be an excuse , We have gave them numerous opportunities for them to make it right. But the General Manager likes to handle his customers with an unpleasant attitude and a negative response. So the lack of communication is not are fault its on them for not communicating properly between there employees . 

  

  Business response

  04/30/2024

  To whom this may concern,

  We would like to begin by expressing our gratitude for the patience ************* has had with us. After intense effort on the part of our claims department to promptly address this, it appears that ************* is still awaiting the support legs for her slats. In order to obtain new support legs for her, our claims department has been in contact with the manufacturer. If all goes according to plan, these legs should arrive by the end of this week. Having said that, our claims department has been in contact with *************; specifically, they contacted her today, April 30, 24, at 3:10 PM, to provide her an update regarding her bed. ************* is aware that the replacement legs for her bed will arrive by the end of this week, and depending on when they arrive, we may have a technician come to her house to install them by May 3rd or May 8th. We sincerely advise ************* to contact our office for more information if she has any more queries or worries.

  Thank you,

  Furniture City Team.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional from this business. I was told it was as is. It was a floor model. I was okay with that. I also purchased other furniture and purchased insurance. The first week I had the furniture I noticed cracking on the leather. I called the company and didnt get a call back.it was weeks before I spoke to a manager who then sent me to the repair department. I was ignored by that department for weeks again. My sectional started to peel more and more in different areas. The repair department asked for pictures and then I was ignored for weeks. I spoke to the manager who offered $300 credit. I have a voice mail as well. The manager explained they had numerous problems with this sectional. Thats why it was discontinued..That manager then offered us an $800 credit towards a new sectional. My husband then met with the General manager who offered $1000 Discount towards a new sectional. The issue about that is there other sectionals cost triple that. I want a credit to buy anything not just another sectional. The General manger told my husband to go back in a few days so they can see what they could do for us. We cant reach any manager or the General manger since then its been a month. Im exhausted trying to reach them and they refuse to return or calls. Not to mention this sectional is only getting worse by the day. I do have emails and voice messages to confirm.

  

  Business response

  04/09/2024

  Dear ********************

  
  We understand from your recent contact that you're disappointed with the peeling on your sectional. We empathize with your situation, and while we recognize wear and tear can be a factor, we want to do our best to find a resolution.
  Our standard policy, outlined in the contract you signed at purchase, states "ALL SALES ARE FINAL," "NO REFUNDS," and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION." However, we value your business and appreciate your understanding.

  
  As a gesture of goodwill, our General Manager has authorized a one-time offer of $1,000 in store credit. This credit can be used towards anything in our store, giving you the flexibility to find new pieces you might enjoy.
  For further clarification or to discuss your options in more detail, please don't hesitate to reach out to our store directly or speak with your sales advisor. If you would like to get in contact with a the General Manager we would adivse for you to vist the store Wednesday - Monday from 12PM-6PM. We're happy to assist you further.

  
  Thank you for your patience and understanding
  

  Sincerely,
  The Furniture City Team

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in and ordered a replacement bed from a warranty claim in August of 2023. I paid for part of the bed and delivery and set up out of pocket to ensure it was set up correctly. On October 5th the bed was delivered and set up and everything appeared to be fine. After the delivery team left, I attempted to lay on the bed when my mattress caved in. When I lifted my mattress up I discovered the entire bottom was not assembled correctly. I immediately contacted my sales representative and showed him a video of what happened. He ensured me he would call the office and get a technician out to fix it. It had been almost 2 months and no technician has been sent. I have contacted my sales representative multiple times with a majority of my contacts going unanswered and when I do receive a reply I continue to get the run around telling me he will get me a date tomorrow At this point I have had to fix the bed myself to be able to even use it. I am seeking a refund of delivery/set up fee since it was not done correctly and the business seems to have no plan to rectify the situation.

  

  Business response

  11/21/2023

  To whom this may concern,

  Furniture City is always willing to assist their consumers, however we were not told of any problems with this customer's bed. The replacement of the current bed in the customer's possession was handled by a third-party company named Furniture Care Protection. Because the customer's original purchase had passed its one-year manufacturer warranty. That being said, our parts and service department was aware of the concerns reaging the customer's bed today, 11/21/2023, and they reached out to the client to determine the main issue and were able to add the customer to the technitions route to get the bed taken care of out of courtesy.  If there are any futher issue wtih their order we highy adivse for the customer to reach out to us here at the store and ask to speak with the parts and service departments for assistance.

  Best Regards,

  Furniture City Team. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a sofa set Order# ***** totaling $6034.09 including taxes and furniture care protection; on 6/30/2023 from Furniture City located at ***********************************************************. *****. It was expected that the order would take four to six weeks because it wasn't in stock. Well into August we still didn't receive the product but were making payment to the finance company Kafene. Throughout this process, I made a few attempts at contacting Furniture City, and this resulted in them saying my order was still being processed; then it was the fabric wasn't available to complete the order; then I was set up for delivery and then they canceled on the day of delivery. We were told that they had ordered something else to complete the sofa but were unable to give me a date as to when everything would be ready for delivery. During the process I had to also endure unprofessional attitudes from the store reps. I got so tired of not having anything to sit on that I went to ****** Furniture and purchased a sofa and received delivery right away. It wasn't until I contacted the financing company Kafene to cancel the complete order was when Furniture City decided to give me a delivery date and wanted to deliver. I advised Furniture City that I no longer wanted the order because I purchased a new sofa during the length of time it took them to finally set me up for delivery. Since then Furniture City has made multiple attempts to contact me via email, text, as well as phone calls to set me up for delivery. I have made it abundantly clear that I am no longer interested in the sofa; cancel the order, and do not contact me any longer concerning it. ****** is willing to refund the monies paid to them by me, but Furniture City needs to be willing to cancel the order.

  

  Business response

  09/28/2023

  To whome this may concern,

  On the day of the sale, ************** was given an estimated time of arrival by their salesperson from the information that he had on hand at the time of the sale. Once again, this time frame was only an estimate, and it is subject to change. The reason being as to why ETAs are given is because there is a lot that is out of our control and on the contract that ************** signed states "Seller shall not be responsible for delays in delivery of merchandise occasioned by manufacturer's scheduling, stock on hand, availability of materials, transportation difficulty or any other cause beyond the control of the seller." as well as "ALL SALES ARE FINAL", "NO REFUNDS", and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION". If you take a look at the attachment that ************** uploaded, you will see on the bottom left corner there is a contract that was signed and agrreed upon by ************** himself on the day of the sale. We would also like to clarify that ************** indicated there was a lack of communication, yet we have records of attempts to connect with ************** throughout the sale, whether it was for updates or delays. The sales representative who assisted ************** further advised us that ************** was aware of the delays in his furnishings throughout the entire process and was fine with the schedule. That being said, this is a special order sectional, and all special orders are non-refundable per our contract/policies signed on the day of the sale. Despite the fact that this is a special order, the ** has agreed to work with ************** and is willing to refund the purchase out of courtesy. All we will need is for Mr. **** to come into the store to meet with the General Manager to finalize the cancellation in a timely manner.

  If any further assitance is needed, please feel free to ask.

  Best Regards,

  Furniture City Team.

  Customer response

  10/04/2023

   I am rejecting a portion of this response because: It is an inconvenience for me to now waste my time and gas; to drive about 1.5 hours approximately (88 mi); from Lancaster to the store in *********** to finalize the cancellation with the *** I also feel that this trip will become some form of trick to try and persuade me in person to change my mind on the order. I don't want to open the door to that form of harassment.    
  

   

  However, I am willing to resolve this matter via email or docusign. I feel that the cancellation can be done this way to avoid any further frustration / harassment concerning this matter. The ** has already agreed to the courtesy refund which I am willing to accept. However, I don't want to add wasting of time, gas, and possibly an unwelcome hostile encounter to the matter. I have already spoken to the finance company who's waiting to hear from Furniture City to conclude this matter. Thank you for your time
  
  
  

  

  Business response

  10/04/2023

  To whom this may concern,

   

  This matter has been resolved with the finance banks and the customers accounts have been refunded out of curtsy from the General Manager in hopes of keeping a good relationship with our customer. If any further information is needed please feel free to have our customer reach out to us. 

   

  Best Regards,

  Furniture City Team

  Customer response

  10/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a dining table from this place in April of 2022. It was delivered to us in September of 2022. After receiving the table, one of the chairs was missing a piece and we called the store to let them know. They told us when purchasing the table that if anything was wrong with it they would send someone out so they did. They sent someone and they said it needed to be replaced. They “ordered” the new part and they said they would let us know when the part would be here. Well it’s been over a year and we’ve been calling and every time they tell us that it hasn’t been sent and that they would place a new order. This last time that we called the guy was super rude with us because we’ve been calling too much. He said that he can just cancel it if he wanted to and that we would be left without that missing part. He was super rude and didn’t care about anything that he said. Just another guy who shouldn’t be in that position. He told us to do whatever we want but he doesn’t care. I want my chair to be replaced because it wasn’t cheap and it’s what they should do.

  

  Business response

  08/28/2023

  To whom this may concern,

   

  Mrs. ******* chair has been on back order due to a lack of stock, but the manufacturer recently informed us that they were able to reserve a backrest for the customer's chair, which will be transported to our warehouse and arrive in 1-2 weeks. As soon as we receive the backrest for Mrs. Nunez, our technician will be dispatched to her home to replace it.That being said, we apologize for the delayed response to this chair, but there is only so much we can do when item is out of stock.

   

  Best Regars,

  Furntiure City Bakersfield

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will only say that their customer service is some of the worst I’ve seen in any business. Thank you BBB for helping out. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 03 2023 i decided to move forward with purchasing one sofa and two dinning tables at Fresno furniture city . While purchasing the items they assured me that if I didn’t like any of the items I picked out I would be able to cancel as long as it wasn’t a custom made items, The next day i looked over the design and came to the conclusion that it wouldn’t go with my house and tried to cancel right away. I called the store and they informed me i had to get in contact with who ever sold me the furniture. So i did… ***** told me everything i ordered was none refundable i told him to talk it over with his manager (******) so he did and said the same thing. I decided to go in person with my brother and we said we wanted to cancel the dinning tables. ******, claimed to be the owner and agreed right away and said they would cancel it but would have to talk to the GM so he wouldn’t charge me the 25% for restocking fee ??? Not sure why there would be one if there wasn’t anything to restock since the items we purchased aren’t available at the store. Everything was 3-8weeks out. As a Women they paid little to no attention to me only once i brought a man was when i was taken serious. To my brother they assured him there would be no problem if he wanted to cancel furniture since none of the items that we order are custom made , Apart from that the day of purchase i was told “do you need a boyfriend” and “i am looking for a wife” very unprofessional , i felt uncomfortable going back alone as a women. Now we are looking to taking legal action if we don’t get our money back.

  

  Business response

  08/15/2023

  To whom it may concern.

  
  At the time of purchase customers are made aware that all sales are final, no refunds, however if an order is approved for cancellation there is a 25% cancellation fee that is applied to the order, special orders are not subject to cancellation. At the time of purchase, she was quoted 2-6 weeks. When Ms. ********** called to cancel the dining tables the salesperson reminded her of the fee and offered Ms. ********** store credit or a reselection rather than paying the fee. The manager ****** also mentioned the cancellation fee when he spoke to her about cancelling the tables. When the salesperson spoke to her brother, he said he had some recordings of one of the salespeople (without their consent), that they were going to contact a lawyer and take us to court. The manager then said that it was fine, if they felt like they needed to do that they could go ahead. Now it’s only been about a week and a half, and the majority of her order is in with the exception of one dining set. If she still wants to go through with the cancellation the fee would be $1524.50 for the cancellation of both tables.

  
  Thank you,
  Furniture City Fresno

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 6 piece sectional with protection plan and when it was delivered 4 of the 6 pieces were broken beyond usable. Furniture city has refused to repair, replace or exchange the sectional. Even after they sent service man to inspect and agreed a new sectional should be ordered.

  

  Business response

  06/15/2023

  To whom it may concern.

  
  Customer purchased a floor model sectional as is. I spoke to his salesperson, and he said he acknowledged that it was as is. Unfortunately, we cannot do an exchange, the only thing we can do for the customer is refund him on the protection plan ($199) and the delivery fee ($99).

  
  Thank you
  Furniture City Fresno

  

  Business response

  06/15/2023

  To whom it may concern.

  
  Customer purchased a floor model sectional as is. I spoke to his salesperson, and he said he acknowledged that it was as is. Unfortunately, we cannot do an exchange, the only thing we can do for the customer is refund him on the protection plan ($199) and the delivery fee ($99).

  
  Thank you
  Furniture City Fresno

  Customer response

  06/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Customer response

  06/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 13, 2023 we went to City Furniture in Fresno, CA. We spent $13, 206.07 on furniture and were told that part of our order would be delivered within six weeks but one piece the headboard would take a few extra weeks because it was going to be customized. It's been five months and only a portion of our order has been delivered. The company manager (***** manager)admits that they failed to stay in contact with us about ongoing delays. We have been calling the furniture store multiple times to obtain updates. We were told that the the headboard would be further delayed by 6 weeks. On February 23, 2023 part of the order was delivered including pieces of the bedframe but not the headboard Frustrated with their lack of contact, rude customer care and horrible communication we requested to be credited for the CA King mattresses and headboard. Manager (*****) aknowledged their poor customer care and follow through. However, he declined to take back the mattresses. He did agree to reimburse us for the headboard but not the mattresses. After going back and forth, I asked that they pick up the headboard frames immediately. The frames are two large boxes taking up a great amount of space in our garage and have been here since 2/23/2023. I threatened to call BBB and contact a lawyer out of frustration. My husband called the manager, ***** at City Furniture on 04/14/2023 to request pick up of frames. ***** declined to pick up items until we contacted BBB and our lawyer. We want to be done with this business. They declined to pick the mattresses because they were not sold as a bundle. The salesperson sold us a 5,000.00 termperpedic mattresses that would go best with a headboard that had metal frames for the longevity of the mattresses. Salesperson (*****) pressed us to pick the specialized headboard for the termpedic mattresses. ***** would not allow me to speak with another manager. ***** insisted that bedframe would go best with our pricy mattresses.

  

  Business response

  04/24/2023

  To whom it may concern,

  
  We do apologize to Ms. ******* for the extended delay. However, we did agree to pick up the frame for the bed and issue a refund on her account for the price of the bed frame. When we spoke to her, she was very rude, threatened to contact her lawyer and the BBB and demanded that we picked up her items by a specific date and the manager informed her that in order for us to pick up she had to be on the schedule, and she hung up on us. ***** later called to confirm with the customer, however, she didn’t answer. That date came and since she was never confirmed by the delivery department, we didn’t pick up the bed frame. Her husband then called asking why we didn’t pick up the items and again ***** informed him that Mrs. ******* was never confirmed, she just demanded that we pick up and hung up on us. ***** did ask her husband if they had contacted the BBB or a lawyer because if they did our communications would have to go through them. He got upset and hung up on him too. We’ve never denied picking up the bed frame however we explained that we cannot bring back the mattresses because they are all purchased separately. The amount that we would refund would be $1732.51 which would only be for the bed frame. She would just have to give us a call to schedule that pick up.

  
  Thank you
  Furniture City Fresno

  Customer response

  04/26/2023

   I am rejecting this response because:
  I am rejecting their offer for partial reimbursement.  I cannot believe how unethical and dishonest  ***** responded.  He blatently lied.  We went back and forth during discussion but no one ever called to schedule a pick up time.  We did not purchase the mattresses separately.  In the pictures attached it is clear that all items were in the invoice.  He didn't note his refusal to pick up the mattresses with the frame at the same time.  All items were purchased on the same invoice.  I would like to have the CA King Mattresses and frames be picked up as soon as possible and be reimbursed accordinely.  After further researching this furniture company, it's clear that this isn't the first complaint of poor customer service.  ***** was not willing to work with me on accepting the return for mattresses and frames.  I would really like someone to pick up items as soon as possible.  My husband and I are available to schedule a time.  Please look at the invoice to confirm we purchased all furniture pieces together they just failed to deliver on time or together.  I don't know of a company being comfortable with leaving their merchandise in someone elses garage.  I should charge him for storage space.  The boxes are big pieces (2) and taking up lots of space.  
  
  

  

  Business response

  04/28/2023

  As explained in previous response we can only offer a partial credit or the bed frame. We are not taking back the mattress. It was purchase on the same invoice however they have separate prices, therefore are purchased separate not as a package (see attached invoice). We will have the delivery department give her a call next week to schedule the pick up of the 2 boxes only and issue the refund accordingly. 

  Furniture City Fresno

  Customer response

  05/06/2023

   I am rejecting this response because: Furniture City is not an ethical or honest business.  I am completely disappointed that they present themselves as caring vendors when all they want to do is take advantage of consumers by not honoring their contractual commitments by delivering merchandise in a timely manner or even having the capacity of providing decent customer service.  Furniture City has family working amongst them seeking to make BIG sales and later not deliver continued customer service care. It's apparent they cannot be trusted as business.  I disagree that all items were separate because they were purchased in one single order not separate invoices.  The fact they were delivered separetely has nothing to do with the other especially bc were invoiced/billed in one transaction.  We understand that they were not a package but the  CK mattresses and headboard were intended to complement each other.  The salesman, ****** (******) cousin sold us on a very expensive mattress with a headboard that would provide the necessary support.  Now, that we are unhappy with their customer care or lack of they want to fight and argue that we are "liars and rude" which is not at all accurate.  I raised my voice on a call with ***** bc he refused to allow me to speak with someone else at Furniture City.  He claimed to be a store manager and refused to listen or honor our contract purchase with 1st not delivering items in a timely manner.  It is my opionion that this establishment has a whole system designed to defraud the consumers.  It's no surprise that they have a slew of complaints that are similar to ours which goes to prove a pattern of poor customer care and unethical businesses practices.  ****** the owners cousin/salesperson shared a story of how he purchased the same bed for his mom and the difference it made in her life.  He went on to sell us on the bedframe that would need to be custom frame.  We understood that it would take a few weeks to receive the bedframe but not over six months!! Now, their solution is to create barrier after barrier for their lack of competence as an establishment.  I would love to put his business on blast on social media but that would be stooping to their level.  We want to return the mattresses and have them collect their two LARGE boxes of materials for that custome made headboard as soon as possible.  We don't want mattresses that won't have a headboard.  We are entitled to return items purchased  after months of disatisfaction with thier business.  They elude to inappropriate behaviors to make customers seem unbearlable when they refuse to accept returns as a result of their unacceptable business practices.  I want to return the mattresses that were delivered without a headboard and have the frames picked up from my garage as soon as possible.  
  
  
  

  

  Business response

  05/14/2023

  To whom it may concern;

  We do apologize to Mrs. *******, however we will not be picking up the mattress as again the mattress is sold separately. We can schedule a pick up of the 2 boxes for the bed frame only. Once picked up we will issue a refund for the frame only.

  Furniture City Fresno

  Customer response

  05/21/2023

   I am rejecting this response because: Furniture continues to insist that the mattresses were a seperate purchase/transaction from other items; however if you look at the invoice and final transaction we were financed for ALL items in a SINGLE transaction.  I don't understand how Furniture City continues to argue this factual matter when we have a receipt of the items purchased ALL together.  The fact that they delivered items separately was at our insistence after waiting over four months.  They finally delivered items separetely after they failed to explain their inability to provide delivery service in a timely manner.  Furniture City continues to have the same standing and we insist that ALL furniture items were purchased under one transaction.  We continue to boxes in our garage that should have been picked up several months ago.  We really need to arrive at a resolution becuase the back and forth is proving to be counter productive.  The the Lead Manager over seeing our case, please let us know if we are within out rights.  Furniture City has a proven history with BBB, GOOGLE and other platforms of their historical and ongoing failure to deliver services in a timely manner and decent customer care.  It's unfortuante that this furniture store elected to attack our personal character rather than taking accountability for their lack of ethical business practices.  I would like to return the items listed: mattresses and boxes of frames in the garage and be reimbursed for headboard and mattresses as soon as possible.  We would like to move forward  have disclosure to this matter.  Please consider their trajectory of service delivery and their insistance in insulting our intelligence by caliming we were difficult.  If we questioned and called regularly was due to their inabilitty provide follow up. 

  My personal experience was that once they secured a large size sale from us their "sales approach" completely deteriorated and instead elected to make this a challenging and stressful  experience.  At the end of the day they could not carry out their end of the transaction and are were more concerned with losing money rather ensuring the customer is satisfied with the exchange of services.  

  I am disappointed that this large Furniture Store has tactics to get poeple to make extravent purchases and once financied they chose to not stand by their committment to make the experience a positive outcome.  Please help us resolve the situation.  We are entitled to return pieces we no longer want or need from this establishment as they failed to deliver items in a timely manner.  Their staff explained to us that they couldn't give us a time frame for the headboard to be completed and delivered.  In addition, my husband was informed that we should consider going back in the store to pick a different headboard but we were SOLD on purchasing a customized bedframe that "support this particular mattresses" were significantly pressed to consider.  

  Finally, there was a failure for this establisment to hold up to their end of the original order and now want to make personal attacks or misinformation to cop out of the reimbursing us for the CA KING mattress and headboard.  The day of the sale were excited to share our expereince with friends and family; however we have since retracted our referral to this business.  

  Thank you again for taking the time to assist us with arriving at a final agreement that would help us put this behind us.  I am currently experiencing a significant amount of personal stress and anxiety from having to go back and forth with this matter.  I can provide a doctors note verify how much this situation is impacting my health.  

  Kind regards, 

  Look forward to hearing your feedback or conclusion. 

  ****** and *** ******* 

  
  

  

  Business response

  05/26/2023

  Unfortunately as said before we cannot take back the mattress we can only take back the 2 boxes for the bed frame. Mattress and bed frames are always sold separate even if it is on the same invoice they each have their individual price as seen on her invoice. We've escalated this to the general manager and again he said that we can only bring back the 2 boxes that belong to the bed frame not the mattress. We've also spoken to the manufacture to see if there is anything that they could do. They did say that if the customer comes in and reselects something they will expedite the order or the manager also said that she can come in and reselect something else  that we can get ASAP and they will take care of her for the inconvenience. 

  Furniture City Fresno

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/11 I went to furniture city to buy an ivory colored couch. My salesman was Dean. I could not find anything in the color I wanted Dean is aware that I do not want a White couch! Dean has me look on line to find something else. Found a couch I like but it looked white and I told this to Dean and his manager. They both assured me that this couch was not white it’s called marble white witch means off white. Only have the picture to go off but if you’re sure it’s not white then I’ll order it. Saturday afternoon the sofa was ordered. I got home and did research and found out that the couch is WHITE. I text Dean that very afternoon to tell him I found out the couch was white and to void that transaction. I did not hear back from Dean that night. Sunday I called to speak with Dean but he called off work that day. I spoke with Romero he explained to me that the marble white they were talking about was the table in the picture that was marble white and not the sofa. ( right here I was given misinformation) he told me no problem he will cancel that order. He asked me to come back to look for something else. I told him when I had time I would. 2/28: no refund of $3345.42. I called and spoke with Mario and he said he did cancel the order but I would not get my money back. He told me to come down to the store tomorrow to talk. 3/1: my son and I went to the store and guess what? He wasn’t there. They took me upstairs to meet with the store manager Adam. He just said no you’re not getting your money back you need to come spend in the store as a credit. Please help me this isn’t fair. 1. I totally get the special order but i was lied to about the color of the couch just so I would buy it. They were told multiple time no white for me. I felt tricked into buying this when they clearly new this was not what I wanted. 2.This ordered was canceled within hours of ordering it on a Saturday night. Now I was Sunday the furniture where house is not even open on the week end.

  

  Business response

  03/04/2023

  To whom this may concern,

   

  On the day of the sale, J**** ***** was given an estimated time of arrival by their salesperson from the information that he had on hand at the time of the sale. Once again, this time frame was only an estimate, and it is subject to change. The reason being as to why ETAs are given is because there is a lot that is out of our control and on the contract that Mrs. ***** singed states "Seller shall not be responsible for delays in delivery of merchandise occasioned by manufacturer's scheduling, stock on hand, availability of materials, transportation difficulty or any other cause beyond the control of the seller." As well as "ALL SALES ARE FINAL", "NO REFUNDS", and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION". Having said that, because this was a special order, it could not be canceled. If approved by management, all cancellations are subject to a 25% processing/restocking/cancellation fee. Because the customer did not pay the 25% cancellation fee, she was given the option to reselect other merchandise of equal value, but she refused all services and attempts to assist her from Furniture City. Mrs. ***** is advised to come into the store for further assistance in order for us to assist her further.

  

  Business response

  03/09/2023

  To whom this may concern,

   

  We understand Mrs. *****'s complaint and frustration, but as previously stated, all special orders are not subject to cancellation, as stated on the contract signed by Mrs. ***** on the day of the sale. Mrs. ***** was given the option to reselect to other items as a courtesy, allowing her to avoid paying the 25% processing/restocking/cancellation fee despite the fact that this was a special order. We're here to help Mrs. ***** in any way we can. Please advise Mrs. ***** to contact the store for additional assistance.

   

  Regards,

  Furniture City Team.

  Customer response

  03/09/2023

   I am rejecting this response because:  I was lied too about the color as I’ve stated many times. They lied just to get this sale and lock me in with this no return stuff. This is a horrible and disgusting was to run a business. They are preying on us seniors and someone needs to help us. 

  Thank you for your time. 
  
  
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Went to the store approximately 1 month ago financed bedroom furniture. Was very specific about when we needed the furniture picked a bedroom set that was told was completely in stock and no delivery issues . I call to confirm delivery few days prior company states not scheduled for delivery and all the pieces are not there . I told them that was a problem had me talk to salesman R** states would get it handled and still deliver on 2/17/23 and would call me back to confirm time , never got a call back . Friday 2/17/23 still had not heard from company so my fiancé went into the store . Again company states not scheduled and pieces are not in was nothing they could do and salesman was not in and manager was not in . The loan had already posted to my credit and payment due I contacted fiance company and all they can do is file a dispute which takes 30-60 days , so I can not even go buy furniture elsewhere . Furniture city had a whole month to be able to deliver my order as planned and promised if the furniture was in stock as told that should not of been a problem. No one contacted me either . They also still are not able to tell me when we will be able to get the furniture. I now will be in a new house with no bed to sleep on unacceptable.

  

  Business response

  02/21/2023

  To whom it may concern;

  Customer spoke to the manager yesterday and today and they informed her that her order should be in at the end of the week and she should be receiving a call from the delivery department once in. Which she was fine with.

  Thank you

  Furniture City Fresno

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