Furniture Row
Reviews and Complaints

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.

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.

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

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

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.

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

Poor customer service with non-delivery of a product after purchase. I purchased a 2-piece sleeper sectional on May 31, 2021 with an estimated delivery time frame between 10 and 12 weeks.

On August 7, 2021, I contacted the Springfield Il store for a status update, only to be told that the order was pushed back until the first week of October 2021. On October 3, 2021, I contacted the Springfield store for a status update, only to be told the order had been pushed back again with a projected delivery date in November 2021. No one from the Springfield Il store has ever reached out to me regarding the order after my initial purchase that was paid in full at the time of the order. I have since found this site with similar complaints and have also found similar complaints filed with BBB.

I urge everyone to file a complaint since this is apparently a common occurence and indicates this business has very poor customer service and does not deliver their products in a timely manner. Be a good neighbor and inform all consumers so that they are aware of these issues before they make the purchase.

I ordered a desk about 3 months ago and it was finally ready to be delivered. First they scheduled the delivery for Labor Day weekend without my consent, so had to reschedule because we were out of town.

Rescheduled for the following weekend and they called the night before and give us a time window between 5pm-8pm, which everyone knows means they will arrive at 8pm! I paid extra for them to put it together, so I called again to request a different day and said we would prefer a morning or afternoon delivery, but not late evening. We have small kids. Im not trying to have someone in my house at 8pm fiddling with a desk!

So I called AGAIN to get rescheduled and they said too bad basically. You CANNOT request a time even if you say I will wait several weeks. They only deliver Tuesday-Saturday and the best day for us to be at home ALL day is either a Monday or Sunday and they are not available. What is the point of paying for delivery then?

We have purchased furniture from them in the past and have never had this experience. I was actually shocked when the sad robotic salesman basically had zero concern and was more than happy to give me a refund (guess theres no incentive for him to make things right, he just kept saying unfortunately , blah, blah, blah).

Not sure whats going on but the service has gone down and we will be spending our money somewhere else.

Theres waaayyyy too many choices out there than to waste time on this kind of lame service,

with a desk! Sthey then orwith a desk!