In 2007 my husband and I purchased the Kevin Charles Fern sofa, loveseat and ottoman (4 foot) from City Furniture. We immediately fell in love with this set, but were reluctant because it was not micro fiber; the cushions on this set are cotton. We asked the salesman how the material would hold up, his response was it's not as sturdy as a micro fiber, but all you need to do is get it scotch guarded and it will last a long time. We decided to purchase the entire set, including the scotch guard and the 3 year warranty because we were told this would cover anything that happens to the set over the course of three years.
We have the set delivered and over the course of the next 6 months notice the two sofa cushions are completely worn, pilling up and the material is wearing to the point you can see thru it. We called customer service (because we have our 3 year warranty) to report this unusual wear. We have a technician come out to our house to look at the wearing of the material; he's here for a total of 60 seconds and leaves. We then receive a call from customer service telling us that it is normal wear and tear and there is nothing they can do because it is not covered under our warranty. My husband asks the agent how a couch can wear to nothing after 6 months (did I mention we do not have children or animals) and were informed by a Tori Some couches are not meant to be sat on and City Furniture sells plenty of sets that are not meant for sitting, there isn't anything they can do for us. After we laughed for a few moments (because quite honestly, I want to meet the customers shopping at City Furniture buying those items not meant for sitting) my husband convinced Tori to ship us two new sofa cushion covers.
One year goes by, those two sofa covers that Tori sent us are now worn down, and in fact the entire set is worn down, pilling all over. It's embarrassing to the point we haven't invited people to our house in about 8 months. I've resigned to the fact that this sofa set is by far the worst piece furniture I've ever seen. I end up in a City Furniture with my mother and notice the exact furniture set I have at home (and purchase two years prior when it first came out) is now being sold with COMPLETELY different cushions. When I tell the sales person my story and mention I find it very coincidental that the set is being sold with different material, he is very sympathetic and calls customer service for me then introduces me to the General Manager of the Stuart Florida store (can't remember his name-but that's a good thing for him at this point). The General Manager starts to tell me the SAME story that Tori told me two years ago. When I asked him how they could swap cushions after two years, he said that it was the manufacture not City Furniture. The manufacture is Kevin Charles who makes furniture exclusively for City Furniture, so doesn't that make them one in the same. At this point I realize I'm dealing with a sales person caliber of that of a used car sales man. I asked him how he could actually recite those lines to me with a straight face and sleep at night knowing he was ripping people off.
So now I'm sitting here tonight, we just had our second run in with Tori in customer service. We had a technician come to our house again to look at the cushions. This time, the technician even said to my husband that it did not look like normal wear and tear because it was not in one concentrated spot but everywhere. He couldn't do anything but would send the pictures in to the office. Tori again gave us the same speech she gave my husband two years ago. I'm now so disgusted with City Furniture I plan on making it my goal to make sure no one ever gets ripped off from them again. The sad thing is I'm not looking for anything but new cushion covers. City Furniture has such poor customer service that they would rather lose a customer than correct their defective merchandise.
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