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Furniture Row

Furniture Row
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Anonymous
map-marker Denver, Colorado

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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1 comment
Furniture Bdi

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

Sandra Z Lqa

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Damaged furniture

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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-********

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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.

1 comment
Furniture Bdi

Hello, Thank you so much for taking the time to leave your review, and we're very sorry to hear that about your bunk bed and that you're frustrated with our delivery policies. We'd like the chance to discuss this further 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

Anonymous
map-marker Buena Vista, Colorado

Information regarding the warranty and how to care for my recently purchased furniture

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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

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User's recommendation: Furniture is great love it, I just could not get anyone in customer service to help me with the warranty.

1 comment
Furniture Bdi

Hello, Thank you for taking the time to leave your review, and we're really sorry to hear that you weren't helped. We'd like the chance to look into this.

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 hope to hear from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Tynette T

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Ontario, Ohio

Price on furniture was not what as charged

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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.

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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!!

2 comments
Furniture Bdi

Hello, We see that our Corporate Customer Service manager has already reached out to you to apologize and offer the marked price plus free local delivery. Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Tynette T
reply icon Replying to comment of Furniture Bdi

Since I don't live locally and live 31 miles from store. And its too little too late.

If the price was honored at the time I was in the store and not provided with excuses from the store manager blaming corporate that she was unable to honor the price, i would have purchased the item with no issues. But now with this inconvenience and being treated the way i was treated, the only way i will purchase is with the 979.00 price and free delivery to my home. If not, no problem. you have lost a long time customer and i will go elsewhere to purchase my furniture.

Plus let others know not to shop/purchase from your store. Simple as that.

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Christine K Qpe

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
| map-marker Colorado Springs, Colorado

Allway 5 yr protection

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Furniture Row - Allway 5 yr protection
Furniture Row - Allway 5 yr protection - Image 2
Contains 1 confidential file for company representatives

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!!!!!

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User's recommendation: Don't ever purchase protection from this Company.

Christine K Qpe
map-marker Colorado Springs, Colorado

Allway cleaner 5 yr protection

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Furniture Row - 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

View full review
Loss:
$1300

Preferred solution: Full refund

User's recommendation: don't purchased the protection plan!

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're very sorry that you're frustrated with your warranty. We'd be happy to discuss this further 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 hope to hear back from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Anonymous
map-marker Aurora, Colorado

Costly frustrating mistake buying at Furniture Row

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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.

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Cons:
  • Told a multitude of false stories
  • Corporate does not care
  • Defaulted repeatedly on promises
1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're very sorry to hear that you're frustrated with your recent experience. We'd like the chance to help look into this.

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

Cathy Gos

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Ashwaubenon, Wisconsin

Dissatisfaction

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Furniture Row - Dissatisfaction
Furniture Row - Dissatisfaction - Image 2
Furniture Row - Dissatisfaction - Image 3

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.

View full review
Loss:
$1500

Preferred solution: Price reduction

User's recommendation: Buyer Beware

Sanii Wzw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Colorado Springs, Colorado

Customer Review of Location

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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

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User's recommendation: Take reviews serious and change your actions accordingly.

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're really sorry to hear that you haven't had a good impression of our store. We'd like the chance to discuss this further 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 about this. Please include that you were contacted via your Pissed Consumer review. We hope to hear back from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Marilee L Mtj
map-marker Port Orange, Florida

Unhappy customer

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Very unhappy with Furniture Row after spending a lot of money on furniture that after 3 months we still do not have it all

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Preferred solution: Price reduction

User's recommendation: Will not recommend

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're really sorry that you haven't received your purchase yet. Unfortunately, production companies and transportation companies all around the world are still struggling with low supply chains, decreased workforce, shipping container shortages and severe bottlenecking at a multitude of major ports and railroads.

All of these problems are causing a large number of products to be delayed beyond their expected ship date, and they are affecting all industries across the United States. We are working closely with all our vendors to try and get the most current and accurate information to our customers and will continue to do so. If you decide you would like to reselect to something with sooner availability, we will be happy to help you with that process. Either way, 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 hope to hear from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Anonymous
map-marker Birmingham, Alabama

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.

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User's recommendation: Give it a try. Customer service was amazing. They were very helpful in store, all three parts

1 comment
Furniture Bdi

Hello, Thank you very much for sharing your review, and we're really sorry to hear that you're disappointed with your recent experience. We'd like the chance to help look into this.

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 hope to hear from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Kyann Lpp
map-marker Ashwaubenon, Wisconsin

Complaint of Company / customer service

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Furniture Row - Complaint of Company / customer service
Furniture Row - Complaint of Company / customer service - Image 2
Furniture Row - Complaint of Company / customer service - Image 3

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.

View full review
Cons:
  • No follow up
  • Pushy clerk
  • Lousy service and lots of excuses

User's recommendation: Buyer Beware

Candy V Zgn

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Columbia, Missouri

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..

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Cons:
  • Everthing

Preferred solution: Let the company propose a solution

User's recommendation: Stay away from Furniture Row and their fake leather

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're really sorry to hear that about your furniture. We'd like the chance to help look into this.

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

MaryBeth D Jpq
map-marker Dallas, Texas

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.

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Preferred solution: Full refund

User's recommendation: DO NOT BUY FROM THIS COMPANY

1 comment
Furniture Bdi

Hello, Thank you for taking the time to share your review, and we're sorry that you haven't received your replacement. We understand how frustrated you must be.

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 about this. Please include that you were contacted via your Pissed Consumer review. We hope to hear from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Corey S Pqv
map-marker Bismarck, North Dakota

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

View full review
Loss:
$1000

Preferred solution: Full refund

1 comment
Furniture Bdi

Hello, Thank you for taking the time to leave your review, and we're really sorry to hear that you're frustrated with your new couch. We'd like the chance to help look into this further.

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