ComplaintsforFurniture City

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a custom order of sectional sofa with higher grade level leather. I received fabric leather product with many nor repairable damages. I let the store know that I am not accepting the sofa because it is damaged and leather is not the quality I paid for. They sent a maintenance person two times. This person admitted that the damages are not repairable and the leather is fabric leather. Since. That time I am trying to get the replacement but they are not cooperating and not doing anything to help. I can remember how many times I call them and still nothing has been done to process my replacement of the sectional sofa.

  

  Business response

  02/14/2023

  To whom it may concern;
  

  We've contacted the manufacture however, this is their policy "As per our warranty, the sole liability of Palliser is limited to repair, or at its sole option, parts replacement. We have a policy of repair over replace". We did contact our rep and she informed us that they can only order parts.  The parts that the rep would order would repair the issue. Should the customer have any questions they can give us a call.

  Thank you

  Furniture City Fresno

  Customer response

  03/03/2023

   I am rejecting this response because:
  
  I ordered and paid for higher quality leather, but received fabric leather with multiple not fixable damages. The maintenance person has submitted a report that the damages are not fixable after the scheduled visit. I did not order damaged furniture. This must be resolved only by replacing it.

  

  Business response

  03/12/2023

  Please see attached copy of companies warranty company and email from someone in their service department.

   

  Thank you

  Furniture City Fresno

• Initial Complaint

  12/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Paid for a bed in full on April 2022 was said would receive by November 2022. Received a call in September that it wouldn’t arrive until Feb 2023. I wouldn’t have purchased if I knew it would take that long. Now no refund and we don’t have what we paid for. I don’t want to do business with them I want my money back.

  

  Business response

  12/21/2022

  To whom this may concern,

  
  

  Mr. ******* was given an estimated time of arrival on the day of the sale by their salesperson based on the information she had on hand at the time of the sale. Once again, this is only an estimate that is subject to change. The reason for the ETAs is that there are many factors beyond our control, and the contract that Mr. ******* signed states that "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 seller's control." "ALL SALES ARE FINAL," "NO REFUNDS," and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION" are also included. We attempted to assist Mr. ******* on numerous occasions, but every option was rejected. Despite the fact that this was a special order, Mr. ******* was given the option to come into the store and reselect different merchandise. We would take the hit on the bed, but the customer would still be able to receive some of the merchandise that we have in stock. If Mr. ******* wishes to pursue that option or requires additional assistance, we strongly advise him to call in and make an appointment to speak with the general manager.

  
  

  Regards,

  Furniture City Team.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My intent was to buy a new bunk bed. Sales person (*****) talked me into a bedroom set for myself and said he could get me approved for a 7500 loan. I figured the worst that could happen was Id leave with just a bunk bed. I was honestly misled, lied to and now I feel taken advantage of . He got me an approval as he said but he said he'd have to use 4 lenders and that the terms were reasonable, 1 year interest free, decent interest rate if I went over the interest free term, LIES!! The terms of the loans were never disclosed upfront, that's illegal I'm told. I tried to get a copy of finance documents from sales representative. I got the run around (images attached). That's just the finance portion of it, I wont speak much of the damage during set up and poor assembly by the delivery people. For the record I had to secure all of the fasteners and Furniture city did replace broken component.

  

  Business response

  12/05/2022

  To whom this may concern,

  
  

  All of our customers sign a contract that clearly states "ALL SALES ARE FINAL," "NO REFUNDS," and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION." Mr. ***** signed this contract, as well as every finance contract he used, on the day of the sale. Mr. ***** was given copies of his order and informed of the banks with which he financed, as well as the terms and conditions. It is entirely up to the customer whether or not to pay the finance bank. We have no power to control or compel anyone to make payments. That being said, due to the nature of the merchandise, this order is too old to be adjusted or cancelled. 

  
  

  If Mr. ***** requires any assistance with this order, he should call the store and request an appointment with the manager so they can discuss his situation.

  
  

  Best Regards,

  Furniture City Team.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 12th I went in to purchase a sectional sofa. The sofa was delivered on November 21st. Upon delivery we told the delivery guys the couch was wrong, it was the wrong set up. They told us we needed to speak to the store and there was nothing they could do. I called the store and was told I needed to speak to my salesman but he was gone for the day so they would leave a message for him to return my call when he got in the next morning. They opened at 10 by 12 I hadn’t received a call. I called again and was told he was helping another customer and would call me back. 3 hours later I still had not received a call and called again and was finally able to get a hold of him. I explained the situation and also told him one of the pieces also had a tear. He told me to send pictures of everything and said he would speak to his manager and get back to me. I didn’t hear anything from him that night and the next day I sent two messages for an update with no return. They were closed the next day and finally the next day i text him again and he told me there was nothing they could do because we accepted the couch even though we tried to send it back. He said because we’ve had it for a week there was nothing we can do with it. It has only been 4 days and I have been trying to resolve this issue since the day it was delivered.

  

  Business response

  11/28/2022

  To whom this may concern,

  
  

  The customer was aware on the day of the sale that the contract she signed clearly states "ALL SALES ARE FINAL," "NO REFUNDS," and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION." That being said, the sales associate who assisted the customer on the day of the sale has been in contact with the customer and management in an attempt to resolve this and has come to the conclusion that the customer will be coming into the store to speak with management and possibly swap out the sectional to her liking. If the customer has any questions, we recommend that she call the store and ask to speak with the office manager.

  
  

  Regards,

  Furniture City Team.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/14 I went into furniture city for an estimate of the cost of a new bedroom set with the soul intent of only getting an estimate and Henry had me sign on telling me I was given an estimate on what the total cost was. Not telling me I was signing a contract for the bedroom set, giving me only the total cost. Come to find out the next day I was receiving a bedroom set with an enormous amount for a monthly payment I tried to reach out to the sales rep and he was calling me a liar and he explained everything without wanting to cancel everything he said no exchanges or returns. I did not receive anything so it’s neither! I just want to cancel!

  

  Business response

  10/16/2022

  To whom it may concern.

  
  When Ms. ****** came in, she was explaining to the salesperson that she needed a new bedroom set because there was water damage to the one she currently has, and was waiting for the insurance to cover it. When Ms. ****** selected the items she liked, her salesperson explained that we did have financing options available if she would like to try and get approved rather than waiting for the insurance so we could process the order, but when the insurance was approved, she could just pay off the finance company. Again, he was just giving her the option to turn a quote into an invoice she was not being pressured to do anything that she did not want to do. She agreed to go ahead and go with the purchase of the bedroom set and filled out the credit application herself (attached). At the time of confirming the purchase Ms. ****** was explained that she was financing through a bank called Koalafi and confirmed the items she was purchasing. She willingly signed all documents i.e., credit application, invoice, and the e-sign for the contract through Koalafi, which is sent to the customer via email and text. Our invoice does state that all sales are final however if Ms. ****** does want to cancel her order it does have to be approved by a manager and she must pay the 25% cancellation fee which would be $1747.25. Or the only other option we can give her is if she has someone that can cosign for her to lower the monthly payments.
  
  Thank you
  Furniture City Fresno

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in March I purchased a dinning set from this company with the salesperson telling me I would get it no later than May 1st. This was due to the covid. He reassured me that I would get it no later than May 1st. This didn't happen I called no information was given on why it never came in i went to the store to ask for my money bac since they did not deliver what I bought. On their sales contract the Manager at furniture city rudely tells me about the 10 to 12 weeks due to covid and I had to wait until August or pay them a restocking fee on something they don't even have in their possession so now its August I have called the store and they still do not have have no information from the company they even get the merchindise from i have waited way over the time frame the sales person told me i have waited way over there 10 to 12 weeks and waited till August like the manager told me I had to I am not the only person this company has done this to so I contacted the Attorney General about this company not returning my money to me since they can not deliver like they said I paid over $1000.00 on something that this company never could even get and still cant and the Manager saying August which he lied to me when I went in and talked to him The attorney general told me to try and get them to resolve this issue by returning my money or giving me what i ordered off them or to take them to small claims court for misleading me on a purchase and not full filling the order and for telling me i had to pay a restock fee on something they dont have so I am here once again to ask for my money or what they mislead me to buy it should not matter that the sales person no longer works there and i have waited long enough andi keep getting the run around from the store manager and i still do not have what i purchased

  

  Business response

  08/06/2022

  To whom this may concern,

  
  

  Mrs. ******* was given an estimated time of arrival on the day of the sale by their salesperson based on the information he had on hand at the time of the sale. Once again, this is only an estimate that is subject to change. The reason for the ETAs is that there are many factors beyond our control, and the contract that Mrs. ******* signed states that "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." In addition to "ALL SALES ARE FINAL," "NO REFUNDS," and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION" and this contract was singed and approved on the day of the sale by Mrs. ******* herself and was also given a copy of her invoice and store polices. With that being said, Mrs. ******* came into the store on 5/9/22 and spoke with management about her order, and she was approved for a reselection, which could be free if the price is the same. If not, there will be a difference to be paid if the price is higher. Mrs. ******* was also granted a cancellation with a 25% re-stocking/processing/and cancellation fee. Mrs. ******* was dissatisfied with management's approval for either option and stormed out of the building. Then, on 7/16/22, Mrs. ******* called again about her order and scheduled a meeting with management to see if we could work out a solution. Mrs. ******* did not show up for the appointment, which was scheduled for 7/22/22 at 6PM to accommodate her schedule. We haven't heard anything from her since then. If Mrs. ******* requires additional assistance, please advise her to contact the store, and we will gladly arrange another meeting.

  
  

  Thank you,

  Furniture City Bakersfield Team.

  Customer response

  08/09/2022

   I am rejecting this response because:
  
  No this manager is not giving the right information the sales associate TOLD ME IT WOULD  BE NO LATER THAN MAY 1ST DUE TO COVID !  Then this manager tells me  I have to wait until August so we are in August where is what i ordered ?  I am not the only person you guys have lied to to get a sale selling product you can noy even get Tell me now when am I suppose to get what i bought are you now saying you did noy say August when I  talked  to you ? are you going to lie about that now to 
  
  

  

  Business response

  08/09/2022

  To whom this may concern,

  
  

  As stated in our previous response "Mrs. ******* was given an estimated time of arrival on the day of the sale by their salesperson based on the information he had on hand at the time of the sale. Once again, this is only an estimate that is subject to change.". The reason why our customers are given ETAs (estimated time of arrival) is due to the fact that a lot is out of our contract. Which is printed on the customers copy and 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.". Mrs. ******* was informed of this and acknowledged this information one the day of the sale. As stated previously, for further assistance, we advise Mrs. ******* to schedule a second appointment to speak with management for further assistance. 

  
  

  Regards,

  Furniture City Team.

  Customer response

  08/11/2022

   I am rejecting this response because:
  
  You falsely sell merchandise to people I was told by may 1st by your employee by may 1st your employeee should know your contract also right so he sold me something under false pretense I was promised by may 1 then talked to your rude manager who told me I would have it in august  also if this company  isn’t even making this set anymore don’t you think I’m owed my money I have talked to other furniture stores and they are delivery merchandise on time to their customers there are so many negative reviews about your company pulling this on people that work hard for their money you still can’t even give me a date on when I would get it  why is that you refuse to answer the question you can’t keep blaming Covid or transport when others are getting their orders just fine you have lied to me from the time I walked into your store so since you can’t answer when I’ll get what I ordered and it’s going on almost 6 months now since I made the mistake on coming into your store and you won’t give me my money back on an order your company lies to me about I will have to do what the attorney general told me to do    But again I’m asking since it’s august and your manager lied to me about it being here this month when is it you are suppose to receive what I ordered ?  You are a very bad furniture store to do business with people need to get together and warn others about your company you can’t deliver what people buy from you they should shut you down for what you do to customers but yes please tell me when it is suppose to be in 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my furniture at the Bakersfield Furniture City and ***** helped us. We purchased a Tempur-pedic mattress and were supposed to receive the discounts Tempur-pedicure offers it’s costumers for bedroom set furniture. I didn’t receive any discounts. I don’t know the actual size of my mattress because King bedding is too big for it but I ordered a king mattress. My dinning room table bases were delivered cracked and no one has called me back to replace them. I’ve called a dozen or more times already. The manager isn’t calling me back. Nothing is getting solved. I purchased back in February 2022

  

  Business response

  06/23/2022

  To whom this may concern,

  
  

  Mr. ***** received a discount on his initial order on the day of the sale. He was given a discount in the form of six months financing same as cash. Discounts often aren't applied to finance, but they were in this case. With that said, regarding the mattress size, the best form for our parts and services to assist would be for Mr. ***** to sent pictures of the mattresses tag so they can see the dimensions on it. As far as the cracks on the dining table, our parts and service department already have a replacement that was order and we are still waiting to receive it. Once it arrives, Mr. ***** will be notified to be set up for a day that the technician can go out there to assistances with the replacement.

  
  

  If there are any further questions, please advise Mr. ***** to contact us and our parts and services.

  
  

  Best regards,

  Furniture City Team

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details surrounding the purchase of our couch were false leading us to believe one thing but once it came time to pay finance companies, the details were VERY different. The price of the couch went from roughly $5000 to over $8000. Documents were signed via DocuSign without our knowledge and documents were not given to us upon leaving the store. I had to ask for them from both finance/rent to own companies. We had no idea the cost of each company for monthly payments nor the amount each company approved us for. Our documents weren't dated, however the salesman's signature/date were handwritten and signed. Due to our couch being a custom order they will not cancel the order. We understood that when we were told what we thought was the correct information. All information that was said verbally was a deception to entice us for the purchase. Once we were locked in they no longer cared. No paperwork was given other than an invoice for the couch from their store. No signed or dated documents. I feel as if we were scammed for a higher cost than originally stated. It was not disclosed that one finance company was a rent to own company that would charge us every two weeks whereas the other finance company was once a month. Both finance companies are aware and allowed me to pause payments and are willing to cancel my order as long as they receive a statement from Furniture City that I do not have the couch, which I do not have in my possession. Both finance companies opened a claim and have attempted to contact Furniture City, but have been unsuccessful. After we spoke to the Manager about our issue and his lack of problem solving skills, all he came up with was turning us into collections. I have paid close to $1000 to one finance company while waiting for my couch for 4 months. I called to see where it was only to be told they had it for two months but had all of my information wrong in their system. I want to cancel all of this and walk away from this incompetent company

  

  Business response

  05/11/2022

  To whom this may concern,

  
  

  On the day of the sale Mrs. **** was informed that the sectional she purchased is a special order product. Therefore, not being subject to cancelation as it states on the contract that Mrs. **** singed herself. On the contract it states "ALL SALES ARE FINAL", "NO REFUNDS", and "SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION". As well as information upon delays of delivery which state "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.". With that being said, Mrs. ***** merchandise was received in our warehouse within the quoted timeframe. The order was placed on October, she was quoted 16-20 weeks and the merchandise was received between the end of December and beginning of January. In other words the merchandise has been available far before the quoted timeframe was exceeded. The reason why the merchandise has not been set up for a delivery date is due to the fact that their is a balance on her account for the amount of $953.67 that needs to be payed off before the merchandise is released. Mrs. **** is aware of this since the receipt of her order states "Set up and delivery 16 to 20 weeks eta Will pay balance when it comes in" and she has also been informed over the phone about this as well as in person. In order for this to be delivered payment of  the remaining balance must be paid in store. The information that was given to Mrs. **** was not false nor misleading. On every sale ETA's (Estimated Time of Arrival) are given to customers for special order products due to the fact that their is a lot that is out of our control. These ETA's are provided to customers with the information that is on hand on the day of the sale therefore being subject to change. In regard to the financing portion, each bank sends out emails and letters to their customers that provide them information of their lease and purchase. It is the customers responsibility to look into their purchase and keep up today information on their finances since store representatives are not aloud access into customers account for verification reasons. 

  
  

  If there are any further questions, feel free to contract us at any time. 

  
  

  Thank you,

  Furniture City Team

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  05/13/2022

  To whom it may concern:

  Customers original complaint for the mattress is that it is not firm enough for him. Unfortunately comfort issues are not something that the manufacture will switch it out for.  Now there is an on going service issue for the mattress sinking in. There were some emails from the service department asking the customer some questions however the customer has yet to respond to the emails from April. If Mr. ***** could respond to either the email or give the service department a call and advise them so we could respond to the manufacture, so they could either give us the approval or denial on the mattress.

  Thank you

  Furniture City Fresno

  Customer response

  06/17/2022

   I am rejecting this response because:
  
  Responding to the emails since late July August my wife is made phone calls to the best of my knowledge to discuss the mattress to the best of my knowledge even went to the store to discuss differences in the store mattress to what we had delivered August September October November waited on response we've been patient several phone calls December sent several emails and pictures January sent the broom pictures showing the sunken mattress that was like this when we had it brought to our door January 5th let me know had the photos no need for anyone to come to the house there was something another email to see what the plan was to get the new mattress February 16 I wrote to whom we may concern even after the picture of the sunk  mattress still no response February 16th they submitted photos to manufacture I responded sounds good thank you April 4th submitted another email to whom it  may concern hoping to get this fixed that's when the tags again but email back they had submitted everything to beautyrest I responded thanks for the update so looking through my emails I saw asking about the adjustable headboard that through conversations already expressed it that's what we had and I just felt that we weren't moving forward so I reached out to you guys to the better Business I just need this the situation to be fixed and I always thought the customer would come first and the firmness never was the complaint I wanted extra firm and the comfortability I think that plays a key part in the purchase of the mattress
  

  

  Business response

  06/23/2022

  To whom it may concern;

   

  We do apologize to Mr. *****. We didn't have a service technican for a couple of months and we do have one now. Mr. ***** was contacted by the service department to schedule a service appointment to look at the mattress. He does have an appointment scheduled for Monday 6/27 between 10-12.  Should he have any issues he can contact the service department either by phone ***** ******** or via email f************************m.

   

  Thank you

  Furniture City Fresno

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/26/22 I purchased a couch in full with protection plan in store and told me it was $200 delivery after I provided my address. The paperwork says 2-4 weeks for delivery. It was delayed and kept being delayed so then they told me it wasn’t expected to be here till mid May, I was not happy and asked what can they do for me waiting because that’s 3 months at least a discount on delivery. They told me that delivery was $280 but that’s not what they said when I was there. Then he said they can do $175 I left it at that. On 2/7/22 guys delivery the couch and wanted me to sign without putting it together I said no I paid for everything they get on the phone w/ delivery lady she tells me they do courtesy drop offs so they don’t put it together I told her there isn’t anything courtesy when I paid for this delivery so you guys need to put it together she ask me confused I paid for it I said yes so then the guys put it together and then they’re two separate couches then they tell me they can’t come back to deliver the correct couches the same day because they have other customers but this was not my fault and I work during the week they said they can’t come back when it’s convenient for me so I have to wait until next Saturday And then they leave me with half a couch because they took the other half that did not match back I called to see if I can get my delivery charge back because I drove to the warehouse to pick up the other half of my couch they said no because they offered me to deliver it again for free but how was that again for free when I still paid in the first place for half a couch to be delivered they said it did not matter because they still came out here the first time. I waited three months for a couch I paid in full I was told incorrect information about the delivery charge and they still delivered half the couch and I still had to drive to go pick up the other half 45 minutes away so that’s two hours. I deserve a refund for delivery

  

  Business response

  05/13/2022

  To whom it may concern:

  Ms. ***** paid $175 for a drop off only not delivery and set up which is $225, however we still set it up . She was delivered on 5/7, unfortunately there was a wrong piece on her order. We did have it at the warehouse and her sales person did inform her that we would not be able to go back that day because the delivery drivers had a full truck load, but we would go out there again free of charge to deliver the correct piece. The delivery department would just have to contact her on Monday because they were off for the weekend. Ms. ***** came in to pick up the piece instead at the warehouse. We did attempt to call her today to go over some things but she did not answer.

  Thank you for your time 

  Furniture City Fresno

  Customer response

  05/13/2022

   I am rejecting this response because:
  I reached back out since I did receive a missed call. It was from the same rude manager I have had communication with regarding my dissatisfaction in the first place. He offered to give me $50 I asked him was there any possible way to give me at least half back, he responded very rudely and unprofessional telling me he was only offering me it to get this over with and that they were going to win anyway then hung up in my face. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩