I am writing to formally express my deep disappointment with my recent experience with City Furniture. Unfortunately, this is not the first time I have been dissatisfied, but this situation has been particularly upsetting and deserves to be addressed.When visiting your showroom, the sales team made strong promises about flexibility, support, and customer care. I was assured that if something was not right, City Furniture would work with me. Based on those assurances—and the policies clearly outlined on your website regarding exchanges within several days—I felt confident proceeding with my purchase.The couch was delivered, and within the same evening, my mother and I realized it was not something we were comfortable using. By the next morning—less than 12 hours after delivery—I contacted customer service to request an exchange. The couch was completely unused, still had all original stickers attached, and had not even been sat on.I was not asking for a refund. I simply requested an exchange for a different item.Despite reaching out well within the timeframe advertised on your website and communicated in-store, my request was immediately denied. No solution was offered, no flexibility shown, and no effort made to assist me as a customer. The contrast between what is promised in the showroom and how customers are actually treated afterward is extremely disappointing.As a result, I am now left with an expensive couch that I cannot use and am forced to sell on my own—after spending a significant amount of money and doing everything correctly as a customer.This experience reflects poorly not only on your customer service but also on the integrity of your policies and the quality of support provided after a sale is completed. It is deeply frustrating to be told one thing upfront and treated entirely differently once the transaction is finalized.I truly hope City Furniture reconsiders how it supports its customers, because no one should be left in this position after acting promptly, responsibly, and in good faith.Shame on a system that promises understanding and delivers none.
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City Furniture is a privately owned retailer that sells home furnishings, mattresses, and home accents.