
Furniture Row
Reviews and Complaints
Complain
Went l make the purchase the sales person promised me something and after l pay they dont have my furniture l have to way l dont know for how long because not even the sales person knows.
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Verified ReviewerDamaged furniture
Hello,
I have had an unpleasant experience with my most recent purchase. I had purchased a bunk bed about 3-4 weeks ago and chose to pick up at the store to avoid paying the delivery charge.
We received a text informing our furniture had arrived and was ready to pick up. When we picked up the furniture and unboxed at our home we noticed we were given the incorrect pieces for the bunk beds. We called furniture row in Boise, Idaho and let them know. The gentleman stated that the tags were moved and somehow we got the incorrect pieces and that they would deliver the correct piece for free.
When the new piece was delivered, my husband and I unboxed the furniture and noticed we got a damaged piece. The would was broken. We called furniture row and let them know the new piece was damaged. We were then told that we would have to pick up the new piece in Boise which would approximately get there in 3-4 weeks or they could come and pick up the damaged piece and drop off the piece but we would have to pay the delivery charge.
I asked why I had to pay for their mistake. I was informed by the manager since the delivery was not charged, we would then have to pay at $65 dollars to have the furniture delivered. Asked if we would get a discount if we decided to pick up the new piece, the manager then replied by saying the discount would only be on the damaged piece.
This is very u professional and have never dealt with before.
I have shopped at other furniture stores and never been so dissatisfied. While were dealing with this issue we have been paying for a bed that yet has to be used.
My invoice number: 224-********
Preferred solution: I would like my undamaged piece to be delivered for free and have the damaged furniture picked up. I shouldn’t go out of my way for the stores mistake.
Information regarding the warranty and how to care for my recently purchased furniture
I called customer service many times my call was always dropped. Did the chat room she tried but when I was being transferred my call was dropped again..
then tried other means and was informed I needed to pay $5 for tech services, I did not need tech services. Never did get any help, this survey is as close as I got
User's recommendation: Furniture is great love it, I just could not get anyone in customer service to help me with the warranty.
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Verified Reviewer |Price on furniture was not what as charged
ODthe price marked on the furniture was $979 but when on computer to purchase the price was $997, manager wouldn't match the price of $979, said corporate wouldn't let them price change. That is false advertisement, sign on furniture was marked $979, management should have matched it, lost a sale, and a longtime customer.
Manger blamed the employees for not making sure signs were correct. I'm sorry, isn't that mangement job to make sure prices are marked correctly. Manager should have given the $979 price to get the sale. DIdn't care about the loss of sale or loss of customer never returning.
Will never return to Furniture Row, will take my business elsewhere. Sad thing is almost all of my furniture in my house is from Furniture Row.
Do better Furniture Row, Do better. Will never return to your establishment.
Preferred solution: I would like to purchase the Chest at the price that was marked on the furniture, $979.00 or at a lower price after all this and how i was treated at the store. The staff/manager should have price matched, since that was what was marked on the Chest.
User's recommendation: DO NOT GO TO FURNITURE ROW, GO TO DIFFERENT STORE. CUSTOMER SERVICE SUCKS!!
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |Allway 5 yr protection
I sent pictures of my couch to them from Furniture Row, thinking I would be safe from anything related to the couch! The armrests are pealing, the seats are sinking.
After sending all above information, they told me nothing is warranted because that's not part of the warranty??? Only for accidental damages???? What the *** does that mean? I purchased this protection for any reasons, and got shot down.
Never again will I purchase from this company (protections).
Very pissed off 1300.00 for a couch didn't last 4 yrs????? And I won't be able to ever sell it!!!!!
User's recommendation: Don't ever purchase protection from this Company.
Allway cleaner 5 yr protection
I purchased this couch 4 years ago, at furniture row, and took the 5 yrs protection plan, which was explained to me that things to my concern would be covered? Well guess not!
Nothing is being covered??? My armrests are peeling, couch is sinking? Cost of nothing being covered was $100.00 for what. Very pissed!!
$1300 for something I was told would be covered and is not?
And I will not ever be able to sell it!!! Thanks
Preferred solution: Full refund
User's recommendation: don't purchased the protection plan!
Costly frustrating mistake buying at Furniture Row
They refuse to correct defective furniture. They led me down a path of over two months while they defaulted on promises, piled on lies and ultimately stated that some unnamed management team decided that they couldnt do anything for me.
- Told a multitude of false stories
- Corporate does not care
- Defaulted repeatedly on promises
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Verified Reviewer |Dissatisfaction
Liars in Customer Service and Sales Staff
I wanted a recliner and sofa. Clerk INSISTED I buy 3 piece set, saying delivery would be quicker [I explained time is of the essence].
We could not purchase the display set, and would be required to have it delivered (extra charge).
A call from their delivery company confirmed I would receive my purchase 13 days later, but they did not receive the furniture to deliver it on the scheduled date.
Furniture Row said because I changed my order (canceled one piece), delivery would take longer.
Call to HQ customer services "promised" to call me back within 24 hours & didn't, either.
I was willing and able to take home the full set when I purchased it. The sales clerk said they do not sell floor displays and would have to wait until the set was in stock from the distribution center or warehouse. I called Alfonso Goozemond (? spelling), Regional Manager on December 7 and got voice-mail saying he "would return the call in a timely manner" -- as of December 23, he hasn't responded !
Supposedly the pieces arrived 2 days before I was leaving on vacation. Baker (Furniture Row delivery subcontractor) was contacted to set a delivery date and then postponed that, as well.
Waiting over a month after placing an order for "in stock " furniture is poor business --- especially when they knew that time was of the essence. No one cared that I have nothing to sit on because I threw out my old furniture when I was first PROMISED the December 3 delivery, but instead might have it on December 30.
Preferred solution: Price reduction
User's recommendation: Buyer Beware
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Verified Reviewer |Customer Review of Location
Today I've received a nice catalog with nicely arranged showroom pictures, that, I am sure, costs quite some money and the cost of this advertisement is passed on to the customers.
That is what promoted me to write to you. I would like to leave a comment regarding your Furniture Row location in Colorado Springs.
Every time I come in there, the store looks like a mess.
This hasn't changed in the past 15 years. Clearly, no one cares there to make an effort to make your furniture items and decoration (if you even can call it that) look presentable. I felt each time as if I came into a second hand shop, where things are just thrown together in a messy way, where nothing matches anything. It looks very cheap, unattractive, messy, disharmonious, thrown together just to have it there, and it doesn't create a pleasing, welcoming display of your items.
It makes you want to run out the door right away!
I wanted to tell you that for the past 12 years at least. At first when I entered your store I thought it was perhaps a one time thing, but within time I noticed it's the way your stores are run. Thus, I don't go in there anymore and have also not bought anything from you ever since. Going into your store was never a pleasing experience to us.
I thought you should finally know, since you make such an effort to create a nice catalog to get people to shop in your stores, but when people get there they get a totally different display of things.
The shopping experience it creates is on a scale from 1 to 5, where one is the least good and 5 the best, a 1, and I would not even give it that.
You could save yourself the time and money to print expensive catalogs if you could take care of the situations in your actual shop locations. They indeed need some major refurbishing first.
I hope that who ever needs to see this will see it and take actions to change that.
A former customer
User's recommendation: Take reviews serious and change your actions accordingly.
Unhappy customer
Very unhappy with Furniture Row after spending a lot of money on furniture that after 3 months we still do not have it all
Preferred solution: Price reduction
User's recommendation: Will not recommend
Complaint
My initial visit at the store was amazing. The delivery went as planned.
The hiccup came about when the delivery guys didn't have all the hardware to assemble my bed. I was livid because I just moved here, and I only have had time to purchase one bed. I called the manager, who was very respectful (Holly, I believe). A lot transpired that day.
I complained due to the second call with Phillip the male store manager who handled my concerns VERY poorly!!! (Can Somebody say customer service training). He was terrible to say the least, over talked me rude, if I were a male I'm sure the conversation would have gone differently. Needless to say, the second delivery went smooth.
I was pleased with the gentlemen, who happened to be the same delivery guys. Not faulting the delivery guys at all, I fault the male manager who tells people one thing and doesn't deliver.
User's recommendation: Give it a try. Customer service was amazing. They were very helpful in store, all three parts
Complaint of Company / customer service
I wanted a recliner and sofa. Clerk INSISTED I buy 3 piece set, saying delivery would be quicker [I explained time is of the essence].
We could not purchase the display set, and would be required to have it delivered (extra charge).
A call from their delivery company confirmed I would receive my purchase 13 days later, but they did not receive the furniture to deliver it on the scheduled date.
Furniture Row said because I changed my order (canceled one piece), delivery would take longer. Call to HQ customer services "promised" to call me back within 24 hours & didn't, either.
Still have to wait another 2-4 more weeks for my furniture.
- No follow up
- Pushy clerk
- Lousy service and lots of excuses
User's recommendation: Buyer Beware
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Verified Reviewer |Very disappointed
Leather started to crinkle and peel within 2 years of purchasing..was very optimistic about buying in the first place but was assured it would hold up.. must say its the worse furniture we have ever purchased..its very sad what you have to pay for furniture and its junk..
- Everthing
Preferred solution: Let the company propose a solution
User's recommendation: Stay away from Furniture Row and their fake leather
Damaged product and almost a year of waiting for replacement and 2nd tower
TERRIBLE!!!! Ordered furniture and only received a portion of it a year ago and still waiting.
Received part of it damaged and still waiting for that piece. Because I have been patient with them. They want to tell me now that they will not refund my money because the pieced delivered have been in my home to long LMAO.
Is this some type of joke???? I will be reporting to BBB.
Preferred solution: Full refund
User's recommendation: DO NOT BUY FROM THIS COMPANY
Already talked to local manager need to talk to higher up
Got a new couch and the seam is ripping. This is already a replacement because on the old one seam ripped as well.
Talked to local store they said theres nothing they can do its wear and tear. Ive had it for 3 months
Preferred solution: Full refund
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Hello, Thank you for sharing your review, and we're very sorry that you're frustrated with your recent experience. We'd like to help look into what went wrong and discuss this with you.
If you could please visit our Customer Support Center at furniturerow.zendesk.com and submit a request, someone will be able to reach out to you. Please include that you were contacted via your Pissed Consumer review. We look forward to hearing from you.
Sincerely, Jennifer B. Furniture Row Digital Community Coordinator