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The letter I sent Furniture Row

Sir:

I am a repeat customer of Furniture Row, having purchased approximately $5000 of furniture in the last 14 months. In addition I have recommended Furniture Row for having the best “bang for the buck” to many friends and family members.

Yesterday I went into your Austin, Texas store to purchase another piece. I already new exactly what I wanted, so I immediately sat down with the salesman to complete the sale. He took my phone number and was able to pull up my information on the computer, where he could see I was a repeat customer. He then asked for a second phone number so he could put it in his computer. I told him he already had one of my numbers and did not need another one. He explained that it was “company policy”; I repeated there was no need for them to collect additional information on me. He then got his manager who said the same thing about “company policy” and the only way to avoid this was to pay in cash. (I had planed on paying with a credit card.) So I left the store without purchasing anything.

As there is a lead time of a couple of weeks on everything Furniture Row sells, the possibility of fraud is not a real issue. Therefore, Furniture Row has no valid reason to force their customers to provide additional phone numbers or other irrelevant information. The only possible reason for this is to “farm” phone numbers for telemarketers, and thus my reason for refusing to provide another phone number. (I would not have provided the first number, except that Furniture Row would need to call and let me know when my order arrived.)

It is one thing to ask for additional information from a customer but it is another issue completely, to refuse to complete a sale if the customer does not want to provide it. Should you try to make the ridicules claim that your “company policy” it is to prevent fraud, that would mean that you are treating every customer who walks through your doors as a thief. Regardless of your real or imagined reasons for this policy I will not allow myself to be treated in this manner. Should at some time in the future Furniture Row admits their “company policy” should be changed, feel free to let me know and I will consider shopping in your stores again.

Best regards,

Jim Beam

Location: Austin, Texas

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Guest

I predict this company will be out of business within two years or a corporate conglomerate will buy them out and the same issues will always be there. Spread the word to stay away.

The insurance program is weak, just look at the website of the company that does the insurance for them.

Very old and outdated. No response, no ability to get new password etc,.

Guest

Worst company to deal with. A couple of years ago I decided to open an account with Furniture Row.

I received a $5500 credit line and spent $3500 that day on a complete living room set. As of today, $750 left to pay off my debt. When making a payment, I noticed they decreased my credit limit to $805. Now it looks like I max my credit card out.

Knowing what that does to your credit score!!!

Never late plus a good score equals there poor business decision move. I would stay away from this company if you care anything about your score.

Guest

I have been a loyal customer of Furniture Row for 6 years purchasing 10,000 worth of furniture on various occassions. I was given a credit limit of 5700 in 2006 and have paid it off on 3 different locations before the promotional period ended, thus never paying interest.

Most recently I furnished the remainder of my house with the 5700 and I am only 800 from paying that off when I go online to confirm that my monthly payment is set up only to find that my credit limit has been cut to 900. WTF. I have never been late and will have it paid off. THe reason is that because Capitol 1 has taken over HSBC they are reviewing the accounts and decided that they only wanted to extend 900 to me.

That is bull s@#(. THey are limit chasing and instead of that account being at only 15% it now shows that I am using 92% of my credit limit. I called the corporate office only to be told that the credit is a third party provider and there is really nothing they can do.

Oh well, Furniture Row, I have been a loyal customer but will not EVER purchase anything from your stores again. I hope that you can sort out your credit issues but it is too late to help me.

Guest
reply icon Replying to comment of Guest-499791

If you have ever had credit issues with any loan on any purchase you know the first thing to do???? Call the person who you purchased from!!!!

Oh wait, I got that wrong because it is complete stupidity. When Cap 1 took over, yes they reduced many limitsbased on things like personal credit and most importantly, down time on the account. When these people come in our store and don't understand why their limit has been reduced, we ask a couple of simple questions. Did you always keep the account in good standing?

Has your personal credit situation declined since you opened the account? Answer no to both and you get this...Ok then just give me your current household income...Type it into the computer and 9/10 times your limit is back up to, if not above, where it used to be. Most credit companies have adopted these policies since the 2009 credit disaster.

Allowing people too much credit is one of the major reasons the Recession even happened. It's just a safeguard and it is simple and fast to reverse.

Guest
reply icon Replying to comment of Guest-499791

Good luck avoiding the company Helen. I know you are talking about Furniture Row but that is because you are an ***.

Furniture Row did not do that to your account, Capital One did. HSBC and Capital One were two of the largest retail financing banks in the United States and now they are the same company so I say again, good luck avoiding the company who ACTUALLY caused your problem. Also, you can have Capital One re-up your credit line if you always paid them and still have good credit. It just takes a couple minutes on the phone.

If they can't re-up it for you then there are other issues with your credit.

Since the recession, credit companies look at a little more than just your credit score to determine credit worthiness. It helps keep us from having the same *** issues we did in 2009.

Guest

I bought $3000.00 worth of furniture from Furniture Row in 2008. At the time of my purchase I added a warranty that my husband and I were told would enable Furniture Row to fix any tears should they occur and if they could not be fixed they would replace the cushion. We all had a lengthy discussion about what a great idea this was and we decided to purchase.

NOW I have a small tear in a cushion and called to request that it be repaired and I am told that they can only clean "normal household stains" and cannot repair or replace cushions.

This is the ABSOLUTE opposite of what they told me in 2008. We would not have purchased a warranty for mere stains we can remove ourselves.

I will never buy from Furniture Row again and will tell everyone I know the same thing.

Guest

It is not company poicy to have two numbers. It is merely a recommendation to us.

We shedule our delivery drivers with very tight windows and if they for some reason get to your house and your not there and they have no other number to call they will leave and you will be hit with a second delivery. Just something that your average person thinks "oh i'll be home when they get there" but it never fails, something happens. Then your stuck. We don't sell our numbers to anyone, if we did the first number you gave them when you spent that $5000 dollars would have been getting the calls already.

Every customer is different and wants different things, we do our best to create a policy that fits the vast market of our customers. If we could make every customer totally happy and had everything that every customer wanted when they wanted it and our policy fit in just where everyone thought it would we would be the ONLY furniture store!

Guest

If you want me to get a second number, buy it for me, install it in your store and pay for it. Otherwise, you can also reach me at 911 24/7.

Guest

Furniture Row force dispatches their drivers to operate illegal and endanger the motoring public and short changes their checks their payroll was never correct check their safer stat scores

Bob lunchford the load planner has done this even at other companis for years he needs to be removed from ever dispatching or load planning any truck call or contact FMCSA to report your concerns they are a accident waiting to happen so lawyer up if you get near one of their trucks or ship your products with them

Guest

So, perhaps you at furniture row should come down to earth and highly respect any person who has already purchased $5000 worth of items, who did not need to present an alternate phone number beforehand. You surely won't tell this customer that you require a 2nd phone number in case they are shady and disconnect their phone, but it may be assumed from the customer's point of view.

You do not need to provide a second number to contact the customer. They purchase furniture. You give them the furniture. If they've disconnected their phone, I assure you they'll find a way to acquire the furniture if they desire.

If they're on financing and you cannot reach the customer via phone, you talk to the credit bureau. Inexperienced sales people do not understand how foolish it is to allow their pride and lack of understanding to ruin a sale.

Guest

hello, i work at a furniture row and yes it is a company policy to have two numbers. we do NOT sell the number the reason we need two numbers is because what if you for some reason disconnect your phone?

and it has happend. we use the second one as a backup way to get ahold of you.

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