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2.2

We have purchased over 10,000 in furniture and have always had good luck with customer service and their products. NOT THIS TIME!

We purchased a sectional in 2014 and paid over $2000 for it, included their warranty because we have 2 younger children. Well I noticed about a month ago when cleaned the couch a damaged area on the Sofia, it was the corner wedge and near the bottom of the couch where your legs would rest, not a warn area. It looked like someone had rubbed the area until it thinned or spilled something and scrubbed it until the material was now a different color and paper thin. I called the store was told it was covered because it was accidental and to submit a claim.

I submitted gave photos told them I wasn't sure what happened as I just noticed it again I have kids...I have since received multiple stories from the kids of what MAY have happened because nobody wants to fess up. However the warranty company denied me TWICE and said its normal wear and tear. This is far from wear and tear. Since the denial the material finally tore because it was so thin.

I am livid this is not covered it's clearly not wear and tear as I sent them photos of the entire sofa it's like brand new!!!!! But this one area that goes untouched! Obviously it was an accidental spill or something happened. Needless to say I will NEVER purchase from there again and I will continue to tell friends and family.

Why purchase a warranty that doesn't cover accidents? Isn't that why furniture row sold it to us? Because we spent nearly $3000 and stressed we have kids!!

They lost a valued customer and many more. Sham on them.

Reason of review: Warranty issue.

Location: Clinton, Iowa

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Guest

Hello,

Thank you for taking the opportunity to provide us with some feedback on your recent experience in Furniture Row. We apologize about the customer service that you received with your warranty issue and we'd like to speak with you further.

If you could please visit our Customer Support Center at furniturerow.zendesk.com to fill out a form with a summary of your issue, a good contact phone number and the store location you visited so someone will be able to reach out to you to discuss more in-depth.

Please include that you were contacted via your Pissed Consumer review. We look forward to hearing from you!

Thank you,

Jennifer B.

Furniture Row Digital Community Coordinator

Guest
reply icon Replying to comment of Guest-1137207

Jennifer-I already did this over a week ago. I just received a call from the regional manager a few minutes ago.

I filed a BBB complaint and he had responded in error telling me he was replacing my damaged piece of furniture. When I questioned who he spoke with they had called me because they responded to my complaint when they meant to respond to someone else. So my question is how many complaints do they have that they are responding to the incorrect complaint making honors they can't keep. The offer ALFONZO gave me was 50% off the part that is damaged still costing me over $200, even though in the BBB response they are honoring my replacement parts, but ALFONZO insists that was an error.

What a joke and a shame to work for Great white or Furniture Row. I plan to notify BBB of their issues again, but ALFONZO says they can't do anything about it. His decision has been made and I can pay 50% off the replacement.

That's the dumbest offer, so here they screwed up again and aren't owning up to their mistake instead they want me to pay again! Give me a contact number and I can call you, but I have already gone to the link you provided over a week ago and haven't heard back from anyone.

Guest

Might want to focus on learning proper grammar and correct spelling! I'll attempt to translate!

Sofia= Sofa

Warn= Worn

Cleaned=Cleaning

Sham=Shame

Guest
reply icon Replying to comment of Guest-1130420

Sorry auto correct! I'm not an ***, but thanks for pointing out what needed fixed!

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