City Furniture sold me a complete living room set including 2 leather recliners, 1 leather sofa, 3 tables, and 2 lamps, the total price was $3,476.14. I paid with a check, in full at time of purchase. The sofa and 2 recliners are Natuzzi. We told the sales person that we did not want cheap quality and we were assured by them that Natuzzi was top of the line. We even paid extra for the extended warranty, just in case.
Well after 7 months, one of the recliners started to fall apart. The stuffing worked its way back from the arm on the left side leaving hard wood where your elbows rest, the left side of the arm rest came loose, and you could actually wiggle the entire left side of the chair 4 inches back and forth. It started making a squeking sound when you rocked in it, one of the support belts in the seat broke in two, the springs on one side gave way so the chair tilted to the left and when you rocked in it it banged against the floor leaving a black spot on my tile that resembled soot from a chimney.
So we called City Furniture and informed them of this. They assured me that they would take care of it. After about 3 weeks we were contacted by a local repairman from an independet furniture repair shop, contracted by City Furniture. He came out, and indeed the chair was broken. He said he could repair it, but it would take about 4 weeks for the parts to arrive. I reluctantly agreed to wait.
Well 2 months passed and no word from them so I called City Furniture and asked what was going on, did you guys forget me? There reply was a very rude "we can take up to another 3 months to fix your chair!" So I asked to speak to a manager and got the same uncaring response from him. So I asked if I could please have the corporate phone number so I could call them because 5 months to fix a chair is unreasonable for a $700.00 recliner that was only 7 months old. I said what am I supposed to do sit on the floor for 5 months? Their response was "I don't care where you sit". I replied, "I beg to differ, you sold me the furniture, I would like to have the corporate number please", and was told very rudely "This is as corporate as it gets".
Not true, after researching, I found that they do have a corporate office. I called them and explained my situation she assured they would look into it and call me back. Well that was 1 month ago and I have called them 4 more times and only get ignored. Just 2 days ago I called the vice president's phone number and left a message to please let me know whats going on. I was simply ignored.
I just wanted my chair replaced because it was obviously a factory flawed chair. The other one I bought and used for the same amount of time held up, and the one that's broke really looks about 5 years old; compared to the other one that is identical. They are a very uncaring company that will not even return phone calls, and when you call them you are treated as if you are a nusiance. I do want to note that I was very respectful with my calls because I honestly thought they would eventually replace the chair, so I did not want to give them a reason to deny me because of disrespecting or abusing their staff.
They did not have the same respect for me though. I do not feel that asking for a replacement chair instead of waiting 5 months for them to get back to me on a chair that I could not use and was only 7 months old was unreasonable. I am going to file a small claims suit against them within the next week. Hopefully a judge will give me satisfaction because they sure do not intend to.
I would advise any one that plans to shop there to take note of this experience and ask themselves if they would like to have a company that doesn't stand behind their products or even return your calls if you have a problem and could care less about you once they have your money. Funny how I got my furniture in 2 days when first purchased, but am told it takes 5 months to get the parts in. I guess UPS or Airborne Express do not go there. So in ending I WILL SEE THEM IN COURT!!
Ft. Pierce, Florida