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We ordered a complete bedroom set and study at the tune of about $5K on June 18. Our salesperson informed us that the bed and nightstands were backordered but promised we would have our stuff by mid July at the latest, so we gave the thumbs up. Our first shipment was part of the bedroom stuff not on backorder and our desk and bookshelf. The bookshelf was broken. When we called Furniture Row to let them know, they said they would send another one, and oh, by the way, your bedroom furniture now won't be available to August 30 (!). When we told them that was unacceptable, the salesperson said he would move the date up by contacting their "emergency" warehouse and getting it shipped earlier. We waited another week or so without them getting back to us. When we finally called (our original salesperson was never available), they told us again, that sorry, it looked to be August 30, and there was no such thing as an emergency warehouse. WTF? Fast forward to the first week of August. They call to let us know that our nightstands were here and everything but the footboard of our bed was here (how does that happen?). My husband told them to hang onto the bed, since we have nowhere to store it until the final piece arrives to set it up. They come to deliver the nightstands and my husband checks the invoice, and tells them to make sure it shows that we did NOT receive the bed. The delivery guys leave very quickly. My husband goes to move the nightstand and it was BROKEN. He calls our original salesperson, who assures us we will get a replacement on Tuesday, but he's glad we got our bed. Um, no we didn't. Thought we had made that clear. So here we are, still no bed, a broken nightstand and a bedroom that looks like a war zone.

If you are looking for a good shopping experience, you can mark Furniture Row off your list. Their service is a joke. *We bought at the Park Meadows store*

***UPDATE*** It is now Sept 3, and we STILL don't have our bed and nightstand. It's so horrific it's almost comical. Our sales guy called back today and they once again thought that we had all of our furniture delivered. Wondering if every time they think that, we are out of the *** for delivery? We have also been promised discounts for our troubles that we have never received. Next step, Better Business Bureau.

Monetary Loss: $1500.

Company wrote 0 private and 1 public responses to the review from Sep 03, 2013.
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FRCustomerService
Denver, Colorado, United States #711520
Furniture Row Verified Representative

Thank you for making us aware of this situation with your review. From what we have read, it is time to involve the regional manager for your area.

We apologize you have had so many issues in receiving your bedroom set and want to help get things back on track. Could you send your contact information to customerservice@furniturerow.com so we can have our regional manager reach out to you?

We hope to hear from you soon and will be forwarding your complaint to our team to review with the store location.

-Furniture Row Customer Service

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