CITY FURNITURE OWNERS DO NOT CARE ABOUT THEIR CUSTOMERS

I thought the title would prompt people to read this blog right away. I hope so because it is a warning to all of you about buying a mattress.


I purchased the firmest mattress they had at City Furniture in Hiatus Road, Tamarac, Florida. Perhaps not the most expensive one but one of the most, over a thousand dollars. The salesman never told me that the mattress would sink about an inch before the first month of usage. When this happened I called City Furniture and was able to schedule a service visit for someone to come to my house and check the mattress out.

Somebody came, used some type of a laser beam and after 3 minutes of measuring told me that the mattress had indeed sank 1 inch. According to this man and his supervisor, whom I talked to on the phone while he was here, that was perfectly normal and I would have a case only if the mattress would have ceded 2 inches. Matter closed. NOT SO FAST!

I proceeded to write letters to City Furniture, Sealy Mattress and the Better Business Bureau. Only the BBB replied. Their answer, the first time was somehow siding with City Furniture as they insinuated that this furniture company had given them an answer which apparently was satisfactory. It was not. First because they did not copy me and I had no idea what was their reply, and second because at no time City Furniture assumes responsibility. They claim that they follow Sealy Mattress, the manufacturer's standards. It is clear that both City Furniture and Sealy Mattress' standards are way below the customer satisfaction standards.

The second letter from BBB, after my reiteration to them against City Furniture, is a document that I cannot understand. Actually I do understand but it makes no sense whatsoever. This is what they said:

" Thank you for letting us know that you are dissatisfied with the company's response to your complaint. We are therefore, unable to pursue this matter further and are closing our file. Your complaint will remain in our files and will become part of the information we issue to the public about this company".

How about that? Because I am dissatisfied with the company's response (which, by the way, I never had one) they close the file!!!!!

I thought that the BBB was there to find a solution for the customer, and not only to keep complaints available for reading to prospective victims.

I do not pretend to have the BBB continue with my complaint. They probably have no power to influence any company or anyone to adhere to customer service ethics. I can clearly see that their job is to receive complaints, contact the culprit and after a reply from these liars about their products, keep a big file for other people to see or to request. I suppose that is all they do to justify their job. But my complaint is not against them, it is against City Furniture and against Sealy Mattress. Of course, in a less than perfect society, where the main goal is to succeed or survive at any expense, it is to be expected that both these companies cannot be an exception to the rule. They set very low standards and they deliver very low customer service satisfaction.
I am stuck with a mattress,that according to them a 1 inch sinking is a "normal body impression". They do not specify weight of the users. Both my wife and I weigh together 300 lbs. I wonder what excuse will they find if the purchasing couple would weight 450 lbs for instance? Would 1 inch be sufficient or would they have the decency of accepting 2 or 3 inches?

I was a City Furniture client for many years. I will never purchase anything in that store again. I will never buy another Sealy mattress either. Both companies do not give a penny for their customers. They operate on volume, so what is one person like me going to alter their sales?I only hope that after you read this you ask all the questions I asked before buying, but including the one that never crossed my mind, such as:
"HOW MANY INCHES DO YOU ALLOW THIS EXTRA FIRM MATTRESS TO SINK BEFORE I CAN HAVE A LEGITIMATE COMPLAINT?". Keep in mind. Do not fall like me into believing that what you try at the store is what you are going to have a month later after usage.