[villagetinker]

Originally Posted by fred8470

Worst buying experience of my life!! Recently purchased a six piece leather sectional from this company. Was talked into buying the 3 year in home service agreement also. Their rationale was that if ANYTHING went wrong within 3 years I would be fully covered for repair or replacement - my complete satisfaction was their goal (insert laughter here). After it was delivered and assembled I noticed that 4 of the six pieces were not uniform. One recliner was two inches lower than the rest, one piece had very noticeable crooked stitching, another had a crooked upper cushion, and one backpiece was stuffed so that looked like a pointed bra not a rounded cushion. I called their customer "NO" service and a service tech appointment was set. They arrived, fluffed a few cushions and promptly said that nothing else could be done and left. After emailing customer "NO" service several times with no response I called and was told my issues were preference items and that was it. I asked the lady if she thought it was my 'preference' to have crooked stitching, sagging seat backs, and incorrectly stuffed furniture. Theresponse was noncommittal. Basically I was told that there was no recourse - end of story. After my experience I went online to research this company and was stunned to read the hundreds of negative reviews. My bad for not checking ahead of time. They absolutely do not seem to care. I have never encountered this type of stonewalling before. They will take your calls and wear you out saying no, no, no ad nauseam. If anything, I have learned to check the online reviews of any company that I plan to make a major purchase from in the future. One positive note - I called my original sales person and requested a refund of the $315 service agreement charge. They complied after hearing of my experience with corporate. The sales person did not seem surprised at how I was treated.

OP, if you paid with a credit card, you may have some leverage. Call your credit card company, explain what is going on, and see if they can intercede. See if you can force City furniture to either replace or take back the furniture. I have had some luck with this approach in the past when a supplier was unwilling to stand by their warranty, my credit card company held up the payment until the matter was settled.
Hope this helps.