Complaints

This profile includes complaints for CITY Furniture, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CITY Furniture, Inc.

  6701 Hiatus Rd Tamarac, FL 33321-6406

  
• 

  City Furniture

  4779 Vineland Rd Orlando, FL 32811

  
• 

  CITY Furniture, Inc.

  9951 Interstate Commerce Dr Fort Myers, FL 33913

  
• 

  City Furniture

  1110 Lake Sumter Landing The Villages, FL 32162

  
• 

  City Furniture

  643 E Crown Point Rd Ocoee, FL 34761-3607

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/19 I made a purchase online order ******, I was totally misinformed and convinced that I would get the deferred no interest for 60 months, if I opened a new credit card. Well sure enough when I received my **** I am being charged **** fixed interest. I have been to two different stores, spoke to the manager at the ***************** ( which was totally condescending and argumentative) store with no luck, they have sent me back to the bank, online chat, salesperson( which is not answering my calls or emails). At this point this **** is due and all I want to do is either fix it and have City Furniture honor what I was offered or return the furniture. I called customer care and all they are saying about returning it is all sales are final. Please help me fix this issue. I am not paying over 1k in interest rates that I did not agree to.

  

  Business Response

  Date: 07/08/2022

  A promotion change request has been submitted and we will contact the customer once this change has been completed.

  Customer Answer

  Date: 07/11/2022

   
  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 as long as they remove finance charges for 60 months like it was originally offered.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Compr un comedor el da 06/11/22. Me lleg el 06/15/22 pero no fue posible ensamblar las patas con la mesa, inicie el proceso de devolucin, para tener el producto rpido les ped poder llevar yo el producto y recoger el nuevo , mi esposo llev el producto el da 06/16/22 al warehouse en ******* y cuando le trajeron otro comedor tenan la misma imperfeccin entonces l lo devolvi , la persona del Warehouse (******) se lo recibi y le dijo que l cancelaba la orden, inmediatamente fuimos a buscar otro comedor pues supusimos que al estar malo el otro podramos elegir uno diferente, nos dijeron que no era posible porque no tenan claro si habamos devuelto el comedor, estuvimos con la manager de turno y efectivamente vieron que si lo habamos devuelto pero que tenan que validar en inventario y con contabilidad y ese mismo da nos enviaron un e-mail en donde nos dicen que en 24/48 horas nos dan ********* para el recambio cuando validen con los dos departamentos, pues no nos pueden devolver el dinero, han pasado 13 das y no nos dan *********, llamo Todos los das, escribo emails y nada ******* Hoy ellos tienen la mesa y mi plata y yo no tengo mesa en mi casa.

  

  Business Response

  Date: 07/04/2022

  We apologize for the delay, we spoke to the customer today and a credit memo was created (#*****-9)  for the customer to reselect in the showroom. We apologize for the inconvenience.

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture for a new residents total price of the furniture approximately $20,000.00. The price not an issue the problem is getting little or no results from them since delivery on May 31, 2022. It has been almost a month when the delivery came many problems resulted damaged furniture which they took back am waiting will be delivered hopefully July 1,2022 also delivered wrong size mattress for sleeper sofa corrected delivered wrong size mattress cover for bed. The biggest problem is our dinning room set the table base does not line up with the chairs so they brought a second on same thing. Was told maybe design flaw. We have called customer service for all these things. It also happened to include stained chair which they were supposed to send someone to fix. We paid for a Warranty to protect fabrics and they are supposed to take care of that. The employees who was to come called us and said he was fifteen minutes away never showed up to our security gate. They apologize and sent him again same thing happened I called get now response. Have called last week for the table again and asked if I could return it they wont said they will give us a store credit for $200.00 I am not sure how I am supposed to solve my table problem with that. The table is not usable it warbles side to side and I have called again on Thursday the 23 rd of **** was told someone would call me backFriday or Saturday still waiting called this morning and have been waiting it is now 1:15 Monday the 26of ****. I am at my ***** end I am so frustrated dont know what to do I am 82 years old I need someone to respond thats all I want fix the table is that asking to much.

  

  Business Response

  Date: 06/28/2022

  We are sorry to hear that the customer has had so many issues with their order. We were able to pull up the customers account with the telephone number provided, however, I show a different address and telephone # on the invoice. We have reached out to the customer to verify that we have the correct information on the account and left a Voicemail. We need to verify the correct address and number so that we can properly assist. We can set up a service to have a Certified Repair Specialist address the customer's issues with the chair. We also need to address their issues with the mattress size and the table. We attempted to exchange the table on 6/20 and unfortunately, the customer had the same issue with the top and base being misaligned. We can give the customer the option to have the table exchanged again or we can offer s reselection on the table. The customer can visit the showroom and a sales agent will be able to pull up the customers invoice number and assist them with the reselection process.  We use the amount paid from the original invoice and apply funds toward the new invoice. Items chosen must be equal or greater in value than the original purchase. There is no restocking fee or delivery charge to reselect items. The technicians will remove the old pieces of furniture from the customer's home with the delivery of the new furniture. The *************** Program does not transfer over and the customer is responsible for the purchase of *************** if this option is chosen with the new invoice.  Please feel free to contact our ************************ with any questions or concerns at ************.

• Initial Complaint

  Date:06/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early 2021, my wife and I hired the design service from City Furniture to design what would be our living room and master bedroom, then the selected items would be purchased from the store. On the first order we had some issues, and one of them was regarding the bed, which came dirty with some stains on it - we returned it. Then on April 11, last year we made another order, which include a second bed. As soon as the bed was installed, we realized it was even worse than the first, hence we also returned - immediately. A few other items were returned as well, then I was told we were supposed to receive a credit back in the same credit card used for the original purchase, except for the bed which would be through a check mailed to us. We accepted, then we got the credit back in the cc, but the check never came. From May 2021 to now I've called, e-mailed, and discussed in person at the store many times, but it always ends the same way: "our customer service will double check your case, we get back to you shortly...", and nothing happens. Considering it's been a year since we started trying to have our money back with no apparent solution on the way, I'd like to ask BBB's assistance on the case.

  

  Business Response

  Date: 06/25/2022

  A check for the amount of $1069.95 was mailed to the address on file on 6/8/2021. The check was returned by the post office on 6/17. We have already escalated this to our billing team to review and will contact the customer once completed.

  Customer Answer

  Date: 06/27/2022

   
  Complaint: 17476109
  
  I am rejecting this response because I've heard it before, then promptly replied that we've reached out to the post service who never confirmed having received the mail. Honestly, is a really bad excuse considering I still receive from time to time City Furniture offers magazine by mail, but for some reason a $1,000 didn't get through.

  It's important to mentioned two things: (a) City Furniture is providing the exact same type of response it's been doing for over a year, unfortunately; (b) I am moving to a different Condo this week, so if City wants to mail me a check, please do so already to the new address: ************************************************************************************ 33160.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/29/2022

  The updated address 17111 *************. Apt ****, **************************************** was submitted to our billing team.

  Customer Answer

  Date: 07/07/2022

   
  Complaint: 17476109
  
  I am rejecting this response because it's not a conclusive action, neither helpful. I need a confirmation that a check or an actual wire transfer will be made, and when it's scheduled for.

  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/13/2022

  We contacted the customer on 7/8 and provided the option to pick up the check from our ******* showroom or delivery it via mail. The customer picked up the check.

• Initial Complaint

  Date:06/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of ********************** in South ******* as well as ****** for many year. In fact, my entire house is furnished by City Furniture. I purchased a sectional couch FOR $3600 in November of 2021. On the first day of delivery, after the delivery people left my home, my wife and I noticed that both end RECLINERS were lop sided, leaning to one side. So, as you are sitting, you are slanted watching TV. We reported this to City Furniture on the first day. Since then were have had the recliner replaced 3 times. All have the same problem. To date we have no resolution. This is an obvious MANUFACTURE PROBLEM. We had to pay a technician $50.00 on the third complaint to come out and covertly write a FALSE report on his phone, stating that we abused the couch. My wife and I are not obese and over ************************************** the house. The receipt given to us when we paid the tech stated recliner was bent. We never received a call about any resolution. When we called for follow up a week later, the rep told us they would have to file a report to the manufacture to replace the mechanism, which would take 12 weeks. Mind you, the sectional is only covered to one year after purchase. I am furious with the treatment we received and misrepresentation of CITY FURNITURE STAFF REGARDING this defective furniture in our home. This is not over. I will seek legal action and NEVER purchase any furniture from them in the future. I WANT MY MONEY BACK OR A REPLACEMENT OF A NONDEFECTIVE PRODUCT.

  

  Business Response

  Date: 06/25/2022

  The recliner was inspected on 6/22. The damages are not caused by manufacturer defect. However as a courtesy parts were ordered to resolve the issue.

• Initial Complaint

  Date:06/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of ********************** in South ******* as well as ****** for many year. In fact, my entire house is furnished by City Furniture. I purchased a sectional couch FOR $3600 in November of 2021. On the first day of delivery, after the delivery people left my home, my wife and I noticed that both end RECLINERS were lop sided, leaning to one side. So, as you are sitting, you are slanted watching TV. We reported this to City Furniture on the first day. Since then were have had the recliner replaced 3 times. All have the same problem. To date we have no resolution. This is an obvious MANUFACTURE PROBLEM. We had to pay a technician $50.00 on the third complaint to come out and covertly write a FALSE report on his phone, stating that we abused the couch. My wife and I are not obese and over ************************************** the house. The receipt given to us when we paid the tech stated recliner was bent. We never received a call about any resolution. When we called for follow up a week later, the rep told us they would have to file a report to the manufacture to replace the mechanism, which would take 12 weeks. Mind you, the sectional is only covered to one year after purchase. I am furious with the treatment we received and misrepresentation of CITY FURNITURE STAFF REGARDING this defective furniture in our home. This is not over. I will seek legal action and NEVER purchase any furniture from them in the future. I WANT MY MONEY BACK OR A REPLACEMENT OF A NONDEFECTIVE PRODUCT. ORDER NUMBER ******.

  

  Business Response

  Date: 06/25/2022

  The recliner was inspected on 6/22. The damages are not caused by manufacturer defect. However as a courtesy parts were ordered to resolve the issue.

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17474914
  
  I am rejecting this response because: this is the third replacement. You are liars! I want my money back or a replacement. We did nothing to these defective pieces of furniture. I am outraged at City Furnitures deception and outright fraudulent treatment of a long time customer. I will never purchase from you again. I should have known as I just reviewed the same complaints over the part year for the same complaint of defective furniture. You are crooks! 

  
  Sincerely,
  
  ***** Linen

  

  Business Response

  Date: 07/01/2022

  The parts order has been canceled and we will honor a replacement for the *********** recliner.

• Initial Complaint

  Date:06/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HORRIBLE experience, avoid this place. Order a bed and at the time of delivery the installers found out they were missing a piece and was told to wait 5 days with a bed half put together that can not even hold a mattress for the supposed missing part. Today I received another call telling me it will take another 3 days for the missing part. I asked the manager to remove the half bed and refund my money and also was told it will take 4 to 5 days to have someone come in and pick it up. I just want the bed either finished as soon as possible or remove as soon as possible.

  

  Business Response

  Date: 06/24/2022

  We could not locate a recent order with the information provided. Please include the name, phone number or order number associated with this claim.

  Customer Answer

  Date: 06/27/2022

  Order number 533748 Under *******************************

  

  Business Response

  Date: 06/28/2022

  We apologize for the inconvenience this has caused the customer. We show the customer has an exchange to have the Storage Unit for the bed replaced set for 7/4/2022 (exchange#******). We also have a Service appointment scheduled for 7/2/2022 to have a Certified Repair Specialist inspect and adjust the stairway unit of the bunk bed. We will follow up with the customer after the service appointment to ensure all issues are addressed. Thank you for your patience.

  Customer Answer

  Date: 06/29/2022

   
  Complaint: 17467805
  
  I am rejecting this response because:

  I still have a broken bed and they still making me wait for days to get it fixed, this should have been done since date one.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #******: I paid $214 for premium delivery service (advertised with the description below), which I never received. Instead, on June 3, 2022, two aggressive men lied about returning and left the furniture on my back patio in the rain, not where I wanted it, with all the garbage in my own trash and with pieces of trash all over the side of my house in the rain and in advance of a tropical storm. The company recognized this is not acceptable for premium delivery, but would only agree to a $100 refund so I returned all of the furniture with the agreement that the full $214 would be refunded, less a $99 restocking fee. Now, the company is keeping both the $214 for a service I never received and they agreed to refund, plus the restocking fee, so I am paying them $314 for nothing. They have their own customer service rep on a recorded line agreeing to the full refund when I decided to return the merchandise on June 8, 2022. I would like the $214 back on my original form of payment ASAP. The delivery men should be fired for the way that they treated me and performed their job. This is the least they could do.PREMIUM DELIVERY Furniture is fully inspected and assembled Placement in your room of choice We dispose of all packaging Final check before departure

  

  Business Response

  Date: 06/24/2022

  On 6/3, the delivery team called to confirmed delivery with our customer care team, we spoke with the customer and satisfaction was confirmed. Unfortunately the delivery fee is nonrefundable.

  Customer Answer

  Date: 06/27/2022

   
  Complaint: 17465760
  
  I am rejecting this response because it is based on false information. Your delivery drivers put me on the phone to confirm delivery prior to assembly, placement in the designated area, and clean up of the garbage, which is what I paid for and was never provided. It was raining that day in advance of a Tropical Storm in ***** and your drivers asked me to help them to expedite their delivery by getting on the phone with their customer team. They told me that they would be back and instead they just left without telling me, leaving the furniture out of place and leaving garbage everywhere on my back and side patio, and taking up my entire trash receptacle. I immediately called the drivers and asked them to return to do the job that I paid for, and they refused and were extremely rude and disrespectful. I spoke to their supervisor, Nico, who told me that what they did was unacceptable and not what I paid for and that he would call customer care to get me, at a minimum, a refund of the delivery fee. When customer care told me that the best they could do was to refund $100, I decided to return all of the furniture instead to obtain the full $214 refund. Your customer care agent promised me that when I return the merchandise, you would issue a "full refund," meaning the inventory plus the full $214, less $99 restocking fee. This was done on a recorded line and I had a calculator out and went over the exact number before agreeing to the return, which is $214 more than what you actually refunded to my credit card. I would never have agreed to pay $214 for a service that I never received and certainly would have agreed to pay $314 total after your failure to hire delivery drivers who know how to provide the service we pay them for and who should be terminated for the way in which they treated me. Your retention of money for a service that you never provided is tantamount to theft. If you knew anything about customer care, you would provide me with a credit on top of the full refund to compensate me for the amount of time I have had to waste on doing the job of your delivery team in a Tropical Storm and then having to call countless times for a resolution, with false promises by your agents, and still no satisfactory resolution after a month. It is likely that there are several customers who, like me,  have been charged for premium delivery even when the service was never provided and stopped trying to get the refund because of how difficult City Furniture purposefully makes the process for customers.  I will be disputing the charge with my credit card company. In the meantime, if customer care is unable to reach a resolution after understanding that the information you have been provided by your negligent delivery drivers is false, and listening to your recorded line and speaking with Nico, I ask that this be brought to your legal department. This communication is without waiver of any and all legal rights and remedies.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/29/2022

  The delivery fee will be refunded. Please allow **** days for the $214 dollars to be credited.

  Customer Answer

  Date: 06/30/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number ******, placed May 2022. Delivered Sunday, 6/12/22. First, I was supposed to validate item condition with dispatch, who never answered the delivery team calls. The delivery team said they had to leave and said dispatch would call me. They never called. The item is damaged. I sent photos and opened a claim. I was supposed to receive a call yesterday (6/13/22) and never did. Today, I was alternately stonewalled and given the run around (i.e. passed back and forth between teams) on chat and on the phone. I was told to work with the sales team, they are non responsive. I was told "customer care" would help, they tried to bully me into keeping the damaged item. These tactics are not just unethical, but they also amount to illegal customer abuse. I am entitled to, and want, a full refund for this damaged item. The item also needs to be picked up. Some of the (alleged) names of people I have been in contact with are: ******* R (original sales rep, since unresponsive), ****** R ********** "manager", although it's not fair to say I have been in contact with him since he is unresponsive), ********* ***** ******* and *****.

  

  Business Response

  Date: 06/15/2022

  We are sorry to hear that the customer had such a poor delivery experience that the customer had a poor customer experience. The customer has to pick up scheduled for 6/21/2022. Once the item is picked up and accounted for. The customer will be issued a refund. Refunds sent as a check for debit or cash payments take ***** business days to process excluding weekends and holidays.

  Customer Answer

  Date: 06/16/2022

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and remain doubtful that the business will follow through, considering the fact that I recieved a call Tuesday from an ******, in response to an email I sent to the City Furniture CEO. They were supposed to call me back yesterday between 3pm and 5pm EST, and failed to do so. What is the recourse when City Furniture once again fails to uphold a customer commitment? Also, I paid by credit card, and want an immediate refund in form of payment. I do not want a check, and certainly should not have to continue through an unnecessarily prolonged process designed to delay justice for customers who have done nothing wrong.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed , mattress and premium delivery on 12/15/2021 I was informed prior to the delivery that the bed would be on back order for a few weeks . I emailed the rep on December 16 and told them that I didnt want a partial delivery .. a few days later city furniture delivered the mattress and a temporary bed frame which they charged me for. they stated that the bed would be delivered in the afternoon . The bed was never delivered and when I spoke with the **************************** she informed me that it was on back order for six weeks . I instructed her to schedule the pick up and return of the temporary frame . I have been trying to have them pick up the item for over six month and they have not . I put it in dispute with the credit company and twice they have lied to the credit company by stating that the bed was delivered and that I returned it . This is a lie as they schedule a delivery of the bed on March 16 but never did because it still on back order . So they refunded a discounted amount for the bed a I am stuck with a temporary frame and mattress that I have never used and they refuse to take back

  

  Business Response

  Date: 06/15/2022

  We are sorry to hear the customer has not had the best experience with us. The customer purchased the Cortina Canopy Bed on 12/15/2021 ( invoice #******-3). Unfortunately, this bed was on Backorder. The customer had a separate invoice for a King ******** that was purchased on 12/14/2021  (invoice #******-27). The ******** was delivered on 12/17/2022.  Due to the fact that the bed was on Backorder, the customer was delivered a loaner bed frame on 12/17 with the ******** delivery to use temporarily until the bed is available. The customer filed a dispute with their bank and was credited $900.45 on 3/22/2022 for the Cortina bed that was on Backorder a credit memo was also created 072761-3 for the loaner frame to be picked up on 5/13/2022, once the loaner frame is picked up we will be able to refund the customer the additional charges for the $213.95. We spoke to the customer today at length. The customer states that if we cannot have the *********************** Canopy bed delivered or a comparable bed wants the ******** picked up with the loaner frame. Advised due to the fact that they were purchased separate-without a ******** protector we will not pick up the ********. The customer states that at the point of sale, sales rang up a Tempurpedic pillow and gave the customer a  Dri Tech ******** protector. We have reached out to our sales team to verify this information and will be in contact with the customer as soon as we receive an answer. Thank you for your patience.