Furniture Row
Reviews and Complaints

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-********

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