Elaine B Rgq
map-marker Leesburg, Florida

Horrible custom made sofas experience

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Ordered a sofa from family furniture and had it custom made with fabric opposed to the leather one in the store. We were delivered a rock hard sofa unlike the one in the store. Returned it and ordered a sectional with the same fabric. If was delivered in 8 wks. and was not the same sofa at all and was rock hard again. They agreed to take back 2 sections and restuff it. Picked it up on mon. and deliverd on Thurs. Nothing was done. The delivery people even agreed with us. After spending $15,000 on furniture here, plus a restocking fee and delivery fee. We also rented out a sofa whils this was being done for us. We have bought 2 sofas from city furniture and have never had this problem. Customer service was horrible during this experience. We feel that this is important to share this experiencewith as many people as possible so this does not happen to anyone else. We want the store to take this back and restuff it so we can sit on it.
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Reason of review:
Not as described/ advertised
Pleasant Hhb
map-marker Leesburg, Florida

Leather recliner - leather degrading

2-8-2012, purchased leather recliner $1199.00 + leather warranty $199.00. Model #2049/MB-908C. Observed fading and degradation of leather at head rest and lumbar section of recliner. Manufacturer HTL International with American office in Greensboro, NC. Called Brian at Family Furniture & Leather Gallery, Leesburg, FL, on 10-9-2013. He actually hung-up the phone during the conversation. The Ultra Shield Warranty does not cover "wear and tear". Desiree Barrett was the sales person selling this recliner to me. What a waste of good money. Today I used the special cleaner to clean and am astonished at how rapidly the leather dye has vanished, replaced by a white color. Marybeth Bodnaruk 25143 Chipshot Ct. Sorrento, FL 32776
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map-marker Leesburg, Florida

Defective materials!no satisfaction!

We bought furniture and had to order it from Family Furniture It was a dual reclining sofa and a 1 and a half chair all in a bonded leather.Well we had to have them repaired a couple of times within a short period then within 1and a half years our sofa had a defect in material they finally gave us a satisfactory price so we could purchase a new Leather sofa within a few months our chair has defect in material and the only resolution they can give us is to call company ourselves and now after many calls to company they say a long wait to get the same material back in and to replace part thats defected with the bonded leather that is no good,so down the road this *** bonded leather material will do same thing!We are retired and paid good money for these two pieces so the resolution they gave us on this chair is not satisfactory!Never buy bonded leather!!!!! and make sure you do your research on furniture satisfactory before you buy!
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1 comment

Please note you have the logo for the MD,VA,DC Family Furniture stores, and they do not have a store in Florida.

Luree Emc


ATTENTION VILLAGERS AND LOCAL PERSONS: BAD EXPERIENCE FROM FAMILY FURNITURE AND MATTRESS GALLERY AND KING KOIL MATTRESS MANUFACTURED BY DIXIE BEDDING In February 2012, my wife and I purchased a new bedroom set with mattress and box springs from FAMILY FURNITURE AND MATTRESS GALLERY, located on Hwy 441 in Leesburg, FL. The mattress is KING COIL, manufactured by DIXIE BEDDING CO., 4800 NW 37th Avenue, Miami, FL 33142. After only a few weeks, we felt uncomfortable with the mattress. We felt like the bed was high in the middle and that we were falling off the sides. We called FAMILY FURNITURE AND MATTRESS GALLERY in March 2012, a month after purchasing the bed set and Brian L. Silbernagel , the manager, came out to inspect the mattress. He measured and visually it was easy to see that there were depressions on each side of the mattress. Did he check the framework at that time? No. When my wife complained that the middle felt high and that we felt like we were falling out, Brian said, "King size mattresses do that and that my wife should get up in the middle of the bed and stomp it down." With that comment, Brian confirmed that the mattress was HIGH in the middle. We were not happy with that solution. Brian replaced the mattress with another KING KOIL mattress. We did not find any relief with the new mattress. In fact, after a year and 5 months my wife and I developed neck and back pain. We called Brian again. His solution was we would have to pay $70.00 to Dixie Bedding, the company that manufactures King Koil mattresses, to have a bed inspector come to our house and inspect the mattress. On August 20, 2013, a bed inspector from Mattress Marshals came and took his measurements. He found that the framework had not been properly set up in the first place. He did not find anything wrong with the mattress. One of the two box springs had an indentation in it about the size of a baseball. We did not get a copy of the report and the bed inspector said he would send a report to Brian at the store and that we would not hear from him (the bed inspector) again. So supposedly we have been sleeping on a bed that was set up wrong in the first place FOR ONE YEAR AND SIX MONTHS. My wife and I have neck and back pain. According to the bed inspector, the bed is 6 and 5/8 inches on one side and 7 and ¼ inches on the other side. The middle part of the framework is NOT LEVEL. So we think no wonder we have been uncomfortable trying to sleep in the bed. We called Brian at FAMILY FURNITURE AND MATTRESS GALLERY the next day August 21, 2013 and asked him to take the mattress and box springs back and refund our money. We are not happy with the mattress and even if the framework is leveled out, we do not want the product. When I told Brian about his comment that king size mattresses get high in the middle and that we should get up on the bed and stomp it down, he denied saying it. He refused to take the mattress and box springs back and said he would not refund anything, but he would have his people come out to level the bed. He did agree to send us the $70.00 back for the bed inspection via mail. When I said I would call Consumer Affairs, Seniors VS Crime, and Better Business Bureau, Brian said fine, go ahead. Brian said, our talking with each other is finished. In anger, we opted not to have his people come out to level the bed. We felt we could not trust FAMILY FURNITURE AND MATTRESS GALLERY. On September 14, 2013, we paid a third inspector that we chose to come out to look at our bed. His name is Kent Markley, a handi-man who does repairs and building projects in The Villages and has worked with furniture stores. He checked the frame and stated that it is not off anywhere. There is only 1/16 of an inch difference anywhere and that small difference should not affect the mattress. The box springs were also found to be level. Therefore, it is not the framework that is defective, it is the mattress that is defective. Interesting that we hired supposedly a third party inspector from Dixie Bedding, which manufactures King Koil mattresses, to come out to inspect the mattress and he found that the framework was not level and the mattress was not defective. I have never ever dealt with a company such as FAMILY FURNITURE AND MATTRESS GALLERY which will not honor their products after selling them and my wife and I will never again purchase anything from that store or their sister store, LEATHER GALLERY. We will never recommend them to family or friends in The Villages. My wife and I have found Brian L. Silbernagel and FAMILY FURNITURE AND MATTRESS GALLERY to be untrustworthy, unprofessional, and inexperienced in dealing with clients who buy BED AND MATTRESS SETS. Also, buyer beware of King Koil mattress manufactured by Dixie Bedding, 4800 NW 37th Avenue, Miami, FL 33142-****. We feel that they are running a scam with the idea of having customers pay money to have a bed inspector come and find nothing wrong with the mattress that they manufacture. We found out too late that they have had similar complaints posted on the website Rip-Off Report.com. Rick and Mel KeeneyHemingway VillageThe Villages, Fl. 32162September 21, 2013
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