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Furniture Row

Furniture Row

www.furniturerow.com
What is your customer experience with Furniture Row?

Furniture Row Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Furniture Row has 1.9 star rating based on 200 customer reviews. Consumers are mostly dissatisfied.

  • 50% of users would likely recommend Furniture Row to a friend or colleague.

  • Rating Distribution
  • Pros: Selection, Liked selection, Many options for what i was looking for.
    Cons: Poor service, Being lied to repeatedly, Excuses and promises.

View full overview ›

Media from reviews

Wrong furniture piece Furniture Row here will not exchange at all.
Wrong furniture piece Furniture Row here will not exchange at all. - Image 2Furniture Row - Horrible productFurniture Row - Poor customer serviceFurniture Row - Poor customer service - Image 2Furniture Row - Worst delivery experienceFurniture Row - Worst delivery experience - Image 2
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Top Furniture Row Reviews

Critical Review

"Wrong furniture piece Furniture Row here will not exchange at all."

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My home burned to the ground. I had furnished it with all Furniture Row furniture: mattresses, bedrooms, dining room, etc. Now, I have furnished the home we...

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Rhonda M Psr

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 Chattanooga, Tennessee

Wrong furniture piece Furniture Row here will not exchange at all.

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Wrong furniture piece Furniture Row here will not exchange at all.
Wrong furniture piece Furniture Row here will not exchange at all. - Image 2

My home burned to the ground. I had furnished it with all Furniture Row furniture: mattresses, bedrooms, dining room, etc.

Now, I have furnished the home we live in now with Furniture Row. I've spent thousands of dollars there in the store. The wrong nightstand was used for basically decorating a guest room that has never been used once. We were buying lamps for the nightstand and realized one was wrong.

We do not go upstairs enough to have noticed. We are just now able to decorate some, as my husband just got a job. I want the nightstand only exchanged. It was Furniture Row's fault they delivered wrong furniture.

I was also overwhelmed getting it moved in on the same day we closed on our new house. I have three of the same nightstands because they brought one that matches and one for the downstairs room. Now I have three of the same. The delivery people didn't even bring the correct tools and some other things that day, and I had to wait on them again the next day.

I want this nightstand exchanged. This was not my fault. I am not going to pay $449 for one that matches.

I have another bedroom to fill and the bedroom suite will not come from Furniture Row unless this is rectified immediately; like today. And I will leave reviews everywhere online that will not be in Furniture Row's favor.

View full review
Loss:
$449
Pros:
  • Great furniture
Cons:
  • Poor customer sevice

Preferred solution: The correct nightstand today

User's recommendation: Never go to furniture row for anything. Will not exchange wrong nightstand after spending THOUSANDS of dollars furnishing two homes with them.

1 comment
Furniture Bdi

Hello, Thank you for your feedback. We are happy to provide an exchange within the first week, but unfortunately, we cannot provide exchanges after three years.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Anonymous
map-marker Trinidad, Colorado

Furniture roll does not do what they say

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All 3 couch pieces been to the store twice wanted to trade out off the set manager said no we will fix them they been in the shop since I bought them and warranty most likely wont work because no one fixed my couches yet and the manager lies to your face still waiting for my furniture for I can resale them will never do business with this company again and will tell friends not to buy from them

View full review

User's recommendation: Not at all very poor Custer service

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're very sorry that you're frustrated with your recent experience. Your input matters, and we’d appreciate the chance to talk more about your concerns.

Please visit https://***, mention this Pissed Consumer review, and one of our team members will follow up.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Angela B Mtf

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
|

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 North Little Rock, Arkansas

Horrible product

Furniture Row - Horrible product
Contains 1 confidential file for company representatives

I would not recommend Furniture Row to anyone. We bought a couch in 2021 and returned it as a trade due to fabric piling.

That was a hassle in itself to get someone to respond after countless calls. I ended up with a set of recliner couches. When I asked if they had any issues with that set, they stated separation from the seams but no big deal... No big deal because you're not the one who spent over 6000 on furniture for your entire house.

Two years later, the couches are both by the road, ready for trash pick up.

'Thank you Furniture Row' for continuing to rip people off. I still have a balance for a set of furniture that is now trashed.

View full review
Loss:
$2000
Pros:
  • Did have well made furniture years ago
Cons:
  • More about how much money they can receive than actual product worth

Preferred solution: Full refund

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're really sorry that you're unhappy with your purchase. 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 from you soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Jamaul Rtv

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 Westminster, Colorado

Satisfied with help provided

Customer service referred me to the store where I bought the furniture. When I spoke with the store Jaimie went the extra mile and spoke with a technician who helped me with my problem. I was very impressed and greatly appreciated it

View full review
cridu s

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 Meridian, Idaho

Order still not delivered

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Ordered a special order and was quoted 3-4 weeks. Called at 4 weeks; they said they had no update and couldn't check where it was.

Told me to wait until late November, which is 3 months after ordering, when it MAY be delivered. Asked for a refund, and they said no refunds on special orders. I can't get a refund, and they can't tell where the order is, its status, or when it would be delivered.

Just keep pushing the date further. Seems like shady business.

View full review
Loss:
$5000

Preferred solution: Full refund

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're very sorry that your order is delayed. We understand your frustrations, and we'd like 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

Resolved
John P Fto

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 Albuquerque, New Mexico

Resolved: Months

Updated by user Aug 23, 2024

Company fixed the issue and I have been provided with discount on future orders. Took time but worked out.

Original review Aug 12, 2024

I have been waiting since April for my love seat, which they said would arrive in about 3 weeks. We are now in mid-August.

We bought the set - a couch and love seat. I was told for the 5th time that it would take an additional 2 weeks. I asked to return the couch and love seat because these delays are totally unacceptable. During the pandemic, my parents had to wait 4 months, but this isn't the pandemic, so I don't understand the excuse.

Please call me to discuss possible refunds or discounts. Thank you.

View full review
Pros:
  • Good sales people
Cons:
  • Honestly is lacking

Preferred solution: Price reduction

User's recommendation: Get it in writing, don't trust

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're very sorry that your order was delayed. We understand your frustrations, and see that you've already received a resolution for this inconvenience.

We also see that you've been updated that your loveseat is in transit. We'll be in contact soon.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Elizabeth A Bzf

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 Albuquerque, New Mexico

I walked in to buy a chair and I got I item number and a person that i couldn’t understand was talking to me and I’m sorry i couldn’t understand him i apologize but when I asked him for the price he c

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As I was saying, I went in and liked a chair, so I called back to see how much it was. The employee didn't speak clearly enough for me to understand him, but I think he said it was $299.00.

I had him repeat the price and that's what I heard. I called the store but I don't think it was the district manager who answered, so I moved on to another manager, thinking he was the district manager. He has been trying to help me, but the district manager hasn't even reached out.

So, here I am. Thank you, Liz.

View full review
Loss:
$700
Pros:
  • I just want them to honor what i was told
Cons:
  • Bad customer service

Preferred solution: Price reduction

User's recommendation: I

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're so sorry that your experience was less than positive. We'd like the chance to look into this and discuss with you 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

Monica H Bpf

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

Poor customer service

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Furniture Row - Poor customer service
Furniture Row - Poor customer service - Image 2
Updated by user Mar 13, 2024

Furniture Row, 4258 S. Parker Rd., Aurora, CO 80014

Updated by user Mar 13, 2024

Customer service is not interested in resolving issue.Each conversation I am told a different story.I was advised to file a complaint.They do not care, they have my money and that is ALL they wanted.Horrible!

Original review Mar 13, 2024
Purchased an expensive piece of furniture. Upon submitting pictures and returning to the store (from where item was purchased), staff refuses to follow policy and procedure and address problem.
Each store employee claims to have managerial or corporate authority, and dismisses issues by instructing me to 'file a claim'. BS
View full review
Loss:
$1300
Cons:
  • Poor customer service and communication

Preferred solution: Replacement or refund

User's recommendation: Do NOT give your business to this company!

2 comments
Furniture Bdi

Hello Monica, We understand your concerns are with the aesthetics of your recliner. We'd be happy to help if there were a defect, however no defects are present.

This was reviewed by multiple people at multiple levels, and only very minor and normal wrinkling is visible from months of use.

Sincerely, Jennifer B. Furniture Row Digital Community Coordinator

Guest
reply icon Replying to comment of Furniture Bdi

Furniture Row… Pls refrain from continuing to post a reply. You Jennifer to date still have not directly contacted me..

The issue has not been addressed nor resolved. Your customer service remains absent!

View more comments (1)
Anonymous
map-marker College Station, Texas

Customer service is non-existent. I’ve waited for parts for a 2 year old recliner for 6 months and resolution in sight. Buyer Beware!

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Parts on order for 6 months. No help or parts in sight.

Same lame nexuses on every phone call. They do not care if this ever resolved

View full review

User's recommendation: Do not buy from this company. Buyer Beware

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're really sorry that you haven't received your replacement parts yet. We'd like the chance to look further into this.

If you could please visit our Customer Support Center at furniturerow.zendesk.com and submit a request with your contact information, 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

Coren Oas

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 Selma, Texas

Completely Disappointed

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Original review updated Apr 16, 2024

Purchased a leather living room set from Furniture Row, Selma, Texas location. We waited 6 to 7 weeks for delivery only to receive a damaged sofa and love seat.

The store manager Sherman offered $500.00 for us to keep the damaged furniture (what an insult) when we paid $7K. We requested to exchange for a different set in stock so we don't have to wait a long time for the delivery, only to be told we would need to pay an additional $1200.00. The store manager Sherman decided to negotiate with us and offer $500.00 off the set leaving us to pay $700.00 more than what we have already paid in cash, or we would need to reorder and wait another 6 to 8 weeks with no guarantees. Additionally, they refused to honor the $600.00 discount we received during President's Day weekend.

We requested a phone call from the over all store manager, but have yet to receive a call.

We are disappointed on so many levels that no one is taking responsibility to do what is right by their customers who have to suffer the loss of time and money! Therefore, we have decided to return the furniture for a full refund.

View full review
Loss:
$1200
Pros:
  • Location
Cons:
  • Lack customer service
  • No integrity
  • Lack responsibility

Preferred solution: Full refund

User's recommendation: DON'T WASTE YOUR TIME OR MONEY SHOPPING AT FURNITURE ROW

1 comment
Furniture Bdi

Hello, Thank you for sharing your review, and we're very sorry to hear that your purchases arrived damaged. We'd like the chance to look further into this and your experience.

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

Joe H Awk

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 Madison, Alabama

Poor Customer service/ poor quality of furniture

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Ordered a 3,000 sofa sleeper for our vacation condo. Used one night and my 80 year old mother could not sleep at all they offered store credit (which was great) but then changed their mind.

Chad, general manager, said there was nothing he could do. I had also ordered another 2,500 in accent chairs, so I wanted to cancel that order, due to the other problem.

They said no because they are custom even though they wont be in until the end of April. NEVER BUYING ANYTHING AGAIN FROM THEM!

View full review
Loss:
$6
Cons:
  • Poor quality couch and love seats

Preferred solution: Store credit

User's recommendation: Absolutely DO NOT BUY FROM THEm!

1 comment
Furniture Bdi

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

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

Monica M Yne

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
|

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 Bangkok, Bangkok

Delay of my furniture

Contains 1 confidential file for company representatives

I went on Wednesday 01/10/24 to buy a set of sectional and the lady who was helping me told me they have is stack the pieces, went l went to check out she told me to call on Friday to see if my order came in the delivery so just half of my order arrived supposedly on Monday l was going to get the rest l got a call from the sales person who said the rest of my furniture is out of state and it may be here on 01/22/24 or later and lm not happy at all of that, because she said something different went l was doing the buying.

And also l call to the store this morning because the set l got it is at lowest price and the manager told me l got a better deal went l made the purchase, that not make sense because l was told something else about the inventory too

I appreciate to take care of my issues please

My phone number is 720 371 **** l will like to hear from you

Thank you

View full review

Preferred solution: Price reduction

User's recommendation: I don’t know

Resolved
Jalon Dey

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

Resolved: Update

Updated by user Feb 22, 2024

Company fixed the issue and I have been provided with apology.

Original review Feb 15, 2024

They helped solve the problem, thanks for your help. I couldnt get through at the store so they assisted

View full review
Pros:
  • Kool things
Cons:
  • Ordering times

Preferred solution: Faster ordering times

User's recommendation: Yes I would refer to others

Doug T Sjq

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 Burlington, Iowa

Worst delivery experience

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Furniture Row - Worst delivery experience
Furniture Row - Worst delivery experience - Image 2

AvoidWorst delivery experience ever. Waited over 3 weeks delay after delay.

Kitchen set had one chair damaged. Remains to be seen what they will for that since we didn't notice until the were gone. We believe it would have fit or as I said could been assembled in place. (Pa

id for delivery too) and there was none of that .

For waiting so long and the outrageous prices we could have had it custom built in place by now. Now we have to fight for our money back.

Never again. Save yourself the headache find somewhere with good service.

View full review
Loss:
$3100
Pros:
  • Have furniture
Cons:
  • Long wait
  • Poor service and delivery
  • Overpriced

Preferred solution: Full refund

User's recommendation: Avoid. Same overpriced urniture as anywhere else nothing special. Service is what counts.

1 comment
Furniture Bdi

Hello Doug, Thank you for sharing your review, and we're really sorry that you're frustrated with your delivery experience and purchases. We'd like 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

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.

View full review
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-********

View full review

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

About

Related Companies

Sofa Mart, Denver Mattress Company, Oak Express, Bedroom Expressions, The Linen Shoppe

Summary

Furniture Row was established in Denver in 1974. It is the largest production enterprise and a straight line retailer of mattresses in the USA. The company specializes in home furnishings and bedding and provides the products to such retailers like Bedroom Expressions, Denver Mattress, Sofa Mart and Oak Express. Furniture Row provides its products via 330 stores in 31 states in Colorado, Florida, Iowa, Indiana, Kansas, Kentucky, Michigan, New Mexico and others. Customers can find hundreds of values on a variety of home furnishings including upholstery products, occasional tables, lamps and lighting, beds, bookcases and much more. The company also offers a range of furniture materials for any taste, including wood, oak, glass.

Furniture Row reviews and complaints

Furniture Row is ranked 417 out of 3351 in Furniture and Decor category

Area Served

USA

Payment Methods

VISA

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