City Furniture, Tamarac Florida

August 30, 2006

I writing this to let everyone know what an irresponsible and corrupt company this is. On 8/21/2006, I purchased a mattress at City Furniture in their Miami retail store(Dadeland). The mattress was delivered with no problems the next day. When I slept on the mattress that night, it felt lumpy and I can feel the springs pressing on my back. The floor model did not feel like this at all. I checked to see if it was the same brand and model, it was.

I called my sales person on Saturday 8/26/2006, I could not get her and her voice mail was full. I tried to get a manager but was told he was "not in". I called their customer service line and was greeted by the most indifferent and rude customer service person I have encountered. I wanted to exchange the mattress or return it. She tells me all sales are final at City Furniture and it will be MY responsibility to contact the manufacturer if I have a problem with the mattress. She will be mailing me a claims form to fill out and then a tech from the manufacturer will contact me - she could not tell the time frame for this. I told her it was only slept on once and is only a few days old. She then tells "you should have tried it at the store before you bought it, it is out of our hands now"!!!! What!!!! I wanted a manager then, I was placed on hold then hung up on.

I called the salesperson again and had her paged. She tells me she "thinks" City Furniture has a 24 hour trail period for mattresses which she conveniently forgot to tell me at time of purhcase. THEN comes the worst, she tells me if I purchase their $70.00 3 year in home service plan, THEN City Furniture will send their own techs out, check the mattress for defects and they will deal directly with the manufacturer - so I have to pay extra to get help???!!! I was desperate (cause I am sleeping on a sofa) that I fell for it. I paid it foolishly then was told to call customer service again. Another girl answered, again totally indifferent and unhelpful UNTIL I told her I have the paid warranty. She suddenly changed and became "nice"! She tells me a new claim form will be sent and City Furniture will get involved. Can anyone see a scam here? Well Better Business Bureau is now involved.

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