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City Furniture Reviews "I will never be doing business with City Furniture EVER AGAIN!"
Dec 5, 2023
City Furniture review: "...They screwed me over, I spent the entire day on the phone with them, and I knew they were going to do this before 10:30 that morning. I have spent $10,000 with this company and I promise you after this experience, I will never be doing business with City Furniture EVER AGAIN!"
Read the full City Furniture review on PissedConsumer: https://city-furniture.pissedconsumer.com/the-absolute-antithesis-of-customer-service-202103312482890.html
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0:00
Simply put, I had an issue with my delivery charge
0:03
I'm sorry, my delivery here. It was not given to me at the time frame at which it was supposed to be
0:10
Went through a long, tedious process. I was supposed to receive my furniture, did not receive my furniture
0:16
I had to go to customer care. Customer care didn't do anything. I had to go public with it, let somebody know what happened, and here I am
0:23
simply um you know i i and just to make this perfectly clear i have never had an issue with
0:34
city furniture the sales people uh in fort myers they've been nothing but you know very classy very
0:39
helpful to me um so i just want to make sure that that part is separate from the part of which the
0:46
delivery team is the issue along with the customer care department. I had received a call
0:55
They give you a window. It's almost like a cable company, if you will
0:59
They give you a three-hour window when they're going to come and deliver your furniture
1:04
They sent me a link, or I'm sorry, a text on my phone stating that they would have it
1:11
between 12 and 3 o'clock in the afternoon. um well i wasn't i'm was going to be here at 12 to deliver the or to receive the delivery obviously
1:25
uh i was getting off work around 11 30 um i get a call at 9 57 in the morning while i'm at work
1:33
and the delivery team says to me they're here or they're on their way here they'll be here in 15
1:40
minutes. And I said, guys, I'm not there. I'm not at the home. I can't deliver. I can't get this
1:46
right now. You'll have to give me some time. I will be there at 12 o'clock, like you stated
1:54
So he was like, are you sure you don't want this now? And I'm like, I can't physically be there
2:00
guys. There's nothing I can do. He says, OK, hangs up the phone. I didn't think much of it
2:05
at 10 12 um i got a call back that's 15 minutes later um it was the other driver because it was a
2:14
different phone number uh saying that it was a 954 number like the other one but it was not the
2:19
driver but the the guy on the passenger seat or or vice versa i'm not sure who called me first
2:24
but uh he's now stating to me hey we're right here do you not want your furniture and i'm like
2:31
no, I do want my desk. That's not it at all. All I want is it to be here when you said it was going
2:39
to be here. I can't physically be there right now. I'm at my work. So he says to me, he was going to
2:47
have to go across the bridge. And I'm assuming he meant Cape Coral, which is another town by us
2:52
It's a, you know, you have to go across the bridge or whatever to do that. I said, guys, listen
2:58
It's no big deal. If it has to be past 12 or even past three, I don't care
3:03
I'm going to be home by 12 so you can come by anytime you want. At that point, it doesn't bother me. So he said, OK
3:13
I had a bad feeling of what was going on here. So I call a customer service immediately after that, a couple of minutes after that phone call
3:21
And I talked to a gentleman I did not get his name but he had told me well I was explaining to him what is happening He tried to reach out to the drivers and they wouldn answer
3:35
So I said, OK, well, you know, you can give me a call back when they do answer and tell me what's going on
3:42
I took my lunch break around one thirty in the afternoon that day. And at 142, I received a call from the customer care unit
3:51
The person's name was Stephanie. And she says to me that she had received a call from one of the drivers and said that my furniture or my desk that I was getting was scratched and that they would have to bring it back
4:07
And I said, Phil, that's a little curious. I said, why would they? First off, why would they check my furniture when they're not at my house
4:14
I'm here and they're not, you know, they're obviously, why would they take it out of the package somewhere else
4:25
That doesn't make any sense. She goes, well, I really don't know why they did that
4:30
And I said, well, do you understand the backstory of what's been going on prior? She did not know. So I went on to explain the entire story that I told you already
4:39
And she says, well, that is a little peculiar, you know. um and so i said well i tell you what uh even though the desk may have a uh scratch or you
4:48
know something to it why don't you still have them bring it here i will check it over if there
4:53
is an issue with it we'll we'll exchange it later but at least i'll have a desk to work with in the
5:00
meantime and she was she seemed very fine with that she said okay that'll be perfectly fine we'll
5:06
tell them to go ahead and still deliver the desk okay no no problem um and that was at 142
5:12
at 245 i was waiting for a confirmation call back of some sort um they never received i never got
5:21
one so i called customer care again they had i guess they had a backlog of calls coming through
5:28
that day and well basically i put myself in a queue a um a phone queue so they would call me back
5:35
well as it turned out i didn't get a call back until 4 45 that day almost two hours later
5:43
uh it was a woman named ombria uh she was very kind i'll give her that um very kind to me over
5:51
the phone at least had some sort of empathy to the situation um which i was very at least that
5:58
that made me happy at least that she could you know understand what i was going through that day
6:02
which was not a very pleasant day that I was going through
6:07
I had talked to her for, I'd say the better part of 20 minutes or so
6:14
She reached out to the driver, and then she couldn't get a hold of him
6:18
I said, why don't you try this other number that called me as well? She tried that number, couldn't get an answer
6:23
She says, you know what, I think they're done for the day. I said, they just completely missed my stop
6:29
They just decided not to come back at all. And that's when she said, yeah, that's what it looks like
6:34
I said, okay. I said, she asked if I'd like to speak to a manager
6:39
I said, yes, let me speak to a manager. I was on hold for a while until 5.30, 4 p.m
6:46
Every C this guy named Ivan got on the call and he couldn have been more non empathetic of a person I have ever met in my entire life
7:01
I was in hospitality for 12 years and I would tell you I would never hire anybody who acted in this nature, especially in a customer care unit, you know, that they're in
7:15
so it was um it was hard to deal with um dealing with him because he he just didn't care he didn't
7:26
care that that happened he basically gave me four options which was one of them was so demeaning he
7:33
was go three hours out of your way go pick it up and bring it home which is in reality what he was
7:41
saying to me um i'm trying to think of the name of the place the city that it's but it was about
7:47
three hours away um and uh not weston i'm trying to think well it doesn't matter anyway uh he also
7:55
said i could get a refund for everything but of course i already got 80 of the furniture i was
8:01
only waiting for the desk and the one end table and that was it so i'm like if i do that now i'm
8:06
going to just ruin everything that I've already got. He gave me some other, there were just, there were non-starting issues that were just, I
8:16
couldn't do anything about. I said, you know, this is ridiculous, guys
8:22
You told me it was going to be here. It was not
8:26
What are we going to do about it? He says, there's nothing I can do about it. They just didn't deliver
8:31
Okay. Thank you, Ivan. You've been no help to me whatsoever. I hang up the phone. I was upset. I decided, OK, I'm going to take it to the next step, which is I'm going to call the customer care unit again to see if I can get a hold of them
8:48
They did not answer. I said, OK, so I took a night to just sleep on it, got up the next day, said, you know what
8:58
They're going to be held accountable for something like this. So I decided to go on to the Better Business Bureau, Consumer Affairs
9:05
things of that nature to try to basically and i and i used my phone to show the timeline because
9:12
i wanted to make sure i had every phone call uh logged so i knew and i also made it a point
9:19
because the customer care unit says that they monitor the um the the calls for for quality
9:27
assurance um to time stamp each of those particular calls because i wanted to make sure
9:32
that they heard the call and how the response was given to me and how my response was to them
9:38
so that they could understand the whole situation. I wanted them to get a full 24 hours
9:44
to look into that to see, was I wrong or were they wrong? And, you know, to figure out what
9:52
was going on. It wasn't until I talked to the Better Business Bureau sent the response to them
10:01
that they realized oh he must be serious sent a response back on that response i found it very
10:08
curious they said the reason that they didn get it to me and they had it in parentheses it said holiday it was march 16th or whatever the day was i forgot i mean there was there was no holiday going on i mean they were going to be delivering it to me that day
10:25
as it was they just completely ignored the entire situation that just happened to me i said this is
10:32
ridiculous so i went on a whole rant again of how can you say this to me you're basically
10:39
you're fabricating this entire story i said this is not what happened this is what happened
10:46
line by line um so it was sent to them again uh you guys had sent me a interview link or you said
10:54
to uh you'd like to do an interview with me later and i wanted to uh wait a little while to see if
10:59
city furniture would would respond in any way shape or form or what they were going to do
11:04
I finally did get a call the other day from a person from Sydney Furniture
11:09
They were going to offer me half of the installation charge off, which they finally did as of last night at 10.36 p.m
11:21
They gave me half of that off. That's the only thing they've given to me at this point
11:25
But at least they've done something over that situation. But it was probably without a doubt one of the worst experiences that I've ever had to go through as far as a delivery is concerned
11:39
You know, I had to think about that for a little while because I didn't want to. And I want to make it very clear that it was not the people, the showroom that were my problem
11:49
They have been nothing but helpful to me, helping me as far as my decor, what I wanted, the style I was looking for
11:57
They were trying to, you know, hit me into the right direction. They were never pushy
12:00
They were never in my face. I would ask questions. They would answer them for me. They would help me out. They were fantastic
12:09
It's just the other side of it that has been the biggest issue, which was the customer care and the delivery
12:17
It's important for people to understand that these are they may be separate entities all within one conglomerate
12:25
and it's unfortunate that I can't separate them as they are. I don't know if City Furniture uses another service to do this
12:38
I know there's City Furniture trucks, but I don't know if it's a separate service that does the delivery
12:43
It may be. I have no idea. So if that were the case, then City Furniture needs to know what it is that they have going on as far as their drivers are concerned
12:53
for them to basically go rogue and say, I'm not going to deliver it because he wasn't home and I
12:58
wanted it to be there. You can't do that. I spent $10,000 with the company. And I mean, that may be
13:06
not a lot of money for some people. That's a lot of money for me and a lot of other people
13:11
So I want to make it clear that, hey, you can't get away with this. You can't do that. You got
13:16
to be held accountable for those kinds of actions. I didn't want anybody to get fired. That's not my
13:23
purpose in life. I don't look for anybody to get in trouble in that regard, but they do need to be
13:28
held accountable for that because if they make it a habit, well, then they do need to be let go
13:33
And somebody needs to be aware of that. And unless somebody says something
13:39
you know, City Furniture would never know
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