“I think it’s really unfair that a big company like Furniture City can’t call in and make concessions,” says Don Rogers.
Don Rogers, along with his wife, selected a sectional sofa and dinette set from Furniture City in January 2021.
The sofa arrived 20 weeks later, but according to Rogers, the table and chairs have yet to arrive.
His multiple calls to the store left him unsatisfied.
“Now when I call them they put me on hold and no one answers the phone,” he said. “I’m chatting and no one calls me back. They don’t make any effort to talk to me or work with me.”
We asked Furniture City for a comment and although management declined our invitation to appear on camera, they admitted to dealing with supply chain issues on some items and assured us that every customer was important to them.
Furniture City released a statement, saying in part: “We regret if there has been any miscommunication on either side, but we are working hard to get it right whether this is a new selection or a refund for the purchase.”
But Rogers says no one from the store offered him a substitute or any solution despite his repeated requests.
“I asked them if I could get a comparable set in stock, something similar and they wouldn’t and they wouldn’t refund me because it’s a non-refundable purchase,” he said. “You think after so many months they should do something.”
Furniture City policy states that all sales are final. However, management tells us that it grants exemptions for certain transactions.
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