• Report: #905663
Complaint Review:

City Furniture

  • Submitted: Mon, July 02, 2012
  • Updated: Wed, July 25, 2012

  • Reported By: Megan — Port St. Lucie Florida United States of America
City Furniture
2655 N Federal Hwy Stuart, Florida United States of America

City Furniture City Furniture will not honor my warranty without charging more money Stuart, Florida

*UPDATE Employee: I am an employee and would like to assist.

*Consumer Comment: Does this mean we can't be friends?

*Consumer Comment: It is a warranty claim

*Consumer Comment: No problem to switch sides

*Consumer Comment: Lord help me, but I am an Eastwood fan

*Consumer Comment: First of all

*Consumer Comment: Warranty

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I purchased 2 tables from City Furniture (both from the Kevin Charles collection) 10 months ago.  1 of the tables is a dining room table and the other is a t.v. stand.  The T.V. stand is perfect and has never had any issues.  However, The dining room table has always looked dirty, almost like the finish was blotted or smudged.  The finish seems to have an odd filament on the top of the table. After the dining room table was delivered I made several calls to City Furniture to ask them what to clean the table top with (I thought these smudges would come out with the proper table cleaner and were left by parts the delivery guys hands).  At first, I was told that they could not provide me with any information as to what to clean the table top with.  They would only say to use a damp rag when cleaning.  The damp rag was not getting this table top cleaned so over the next month I made several other calls. 

Eventually I was told by the manager at my local city furniture store that I can use Murphy's Oil.  I used the oil but the table still looked dirty and I could not seem to get these smudges out.  Life got busy and I thought I could live with it but this table was very expensive and when my mother came into town last month she asked me if I was "crazy" for not pushing to get this fixed (besides I thought I had a 1 year warranty).  I was told that I had a 1 year warranty on this table so I contacted city furniture's customer service (They don't have a complaint phone number by the way). The customer service agents were all very rude, including talking over me several times.  I spoke to a manager and then a person above the manager, but no one would help me unless I paid $45.00 fee to have someone come out and look at the table (even though I sent multiple pictures to them).  

 So I have to pay $45.00 (for starters) just to have my warranty honored??? After the $45.00 fee, they said, "if it cannot be fixed in home then I would be charged a delivery fee of $59.00 for a new table top".  So now I'm up to a possible $104.00 while my furniture is still under warranty, just to have the table top fixed.  I feel completely mislead by city furniture's 1 year warranty and this is obviously about generating revenue for the company and NOT about customer service.  I was given one other option, I can pack up this very heavy table and drive it to Tamarac, Florida and have them look at it in Tamarac. That is 100 miles away from me.  Why cant I bring it back to the place where i purchased it (near my house) and have them look at it? The answer is easy, they know 99% of people will opt to pay a $45.00 fee to have someone come out to their home instead of driving 100 miles with the product in order to honor a warranty.  Seems like a real scam if you ask me!

I have spent a lot of money at city furniture over the years (90% of my house consists of things purchased at city furniture).  I will NEVER spend another dime at this place or any of the sister companies.  Customer Service is horrible and you should ask yourself this, "Why isn't there a complaint phone number like every other large company"?

So be ware, the warranty is NOT really a full warranty from city furniture and they do NOT stand by their products unless they can somehow milk more money out of you. 

This report was posted on Ripoff Report on 07/02/2012 10:40 AM and is a permanent record located here: http://www.ripoffreport.com/reports/city-furniture/stuart-florida-34994/city-furniture-city-furniture-will-not-honor-my-warranty-without-charging-more-money-stua-905663. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

I am an employee and would like to assist.


I am an employee and would like to assist.  I apologize for the issues with your table.  I have questions for the consumer.  Since the consumer is not named, I ask that they email me at jano@cityfurniture.com.  Please include your name and invoice number.

Thank you.
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#2 Consumer Comment

Does this mean we can't be friends?

AUTHOR: The Outlaw Josey Wales - (United States of America)

 Come on Ashley babe don't be like that, yes the numbers have gone down. Did you have a national convention with the other members? Mocha is still there, oh that right the team rotate their rebutts. From one troll to the next, luv u
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#3 Consumer Comment

It is a warranty claim

AUTHOR: Ashley - (U.S.A.)

The OP called and complained that the table was dirty and had smudges. They asked how to clean the table. They weren't calling to complain about it being defective. They didn't do that until MONTHS later. Either way, its unimportant. This is a discount furnature dealer. They offer no warranties and offer no returns. The sales are final on their product:

" Reselection Policy

All purchases, once delivered to or picked up by the customer, are considered final. Refunds are not permitted. A one-time preference exchange is permitted under the following conditions:
1)  Reselection must be for in-stock products of equal or greater value.
2)  New product must be equal to or greater than the retail value of the original product.
3)  Reselection must be authorized within two days of delivery date, and the reselection must take place within three days of the authorization date.
4)  Original delivery fees are non-refundable. There will be a handling fee of $99.95 for products under $500, or a handling fee of $149.95 for products over $500.
5)  Reselection is not permitted if there is any damage to or stains on the product.
6)  Reselection deliveries will take place after 12pm.

So even IF they had contacted them about exchanging this within the time limit, they would be on here crying about the handling fee to exchange it also.  Point blank, this is an issue with the manufacturer. Its not an issue with the retailer. The retailer offers no warranties, no refunds, limited exchanges. If you wanted to know how to clean the table properly, I would refer to the owner's manual (if there was one) or again contact the manufacturer. The OP has a warranty, just call the manufacturer and open a claim on the table. They don't have to use city furnature as their agent, they can use someone else that won't charge them for it.

Still no ripoff here.

Also, Josey, if you think the amount of rebuttals have gone down from your pointless comments you are sorely mistaken. I have not changed any of my rebuttal patterns, and no matter what inane comment you make towards me, I will not change. I dont feed the trolls, like you.
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#4 Consumer Comment

No problem to switch sides

AUTHOR: The Outlaw Josey Wales - (United States of America)

 It is when the Team has to have it they way and the OP does not agreed that attacks come on. Quite a few less rebutts since I have been around.
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#5 Consumer Comment

Lord help me, but I am an Eastwood fan

AUTHOR: voiceofreason - (United States of America)

I gotta do a John Roberts and switch sides here. Sorry Ashley, but I gotta step outta Outlaw's gun sight for the moment. The customer complained to the store about the table right after delivery. It's unreasonable to expect the customer at that juncture to deal with a manufacturer for whatever the issue was. The store should have immediately done what was needed to rectify the issue.

And they still should now, assuming this is truly an issue and not a finish that the table is really supposed to present by nature.
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#6 Consumer Comment

First of all

AUTHOR: The Outlaw Josey Wales - (United States of America)

 Did I spot an error in grammar from a top member of Team Rebutt????? Luv U
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#7 Consumer Comment


AUTHOR: Ashley - (U.S.A.)

First of all, your warranty should be with the manufacturer of your table not with furnature city. That would be like buying a sony TV from best buy and whining that best buy wont honor the warranty. Warranties are always with the manufacturer (unless you bought some sort of extended warranty or protection plan in excess of the manufacturer's warranty) have you contacted the manufacturer to use the warranty yet? You should try that.

As for city furnature, their terms are pretty clear:

"Manufacturer's Warranties

City Furniture grants or implies no warranties of performance on any products. All warranties provided, if any, are manufacturing warranties. Warranty paperwork is typically included in the packaging of the product. Many manufacturers who provide a warranty prefer to handle warranty claims directly.  

Some manufacturers prefer City Furniture to assist in warranty service. Should assistance be necessary, please contact the City Furniture Warranty Department through Customer Service. City Furniture will charge a fee for delivery and/or pick up charges if incurred while handling the manufacturers warranty claim. For quality control purposes and verification, we reserve the right to request photographs of the damaged item(s) prior to processing a warranty claim. Most manufacturers warranties include repair or replacement of defective parts. 

They do not include the following: 
a)  Loss of use or time, inconvenience, expense or travel while replacement of parts or repair is in progress.
b)  Coverage of leather and fabric against fading or discoloration from exposure to elements, oils, spills, fluids, or chemicals.
c)  Buckling or splitting of veneers resulting from exposure to moisture and/or heat.
In no event shall City Furnitures responsibility exceed the value of the originally purchased item."

as you can see, city furnature offers NO WARRANTIES for the furnature.... you are getting angry at the wrong company. No ripoff here.
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