Furniture Fair
reviews and complaints

I ordered a custom sectional in June. I was told that because of delays, this would take 3 months. Each week, I have been getting an update that it would be here in later and later. Today, I am still waiting for my sectional and received an update that it will not arrive until December! I am beyond disappointed!

Normally I have a good experience with the sales process, and the furniture is reasonable for the price paid. But they are completely unwilling to assist with their relationship with *** Furniture Service that offers a repair policy. We have been waiting weeks for a response from ***, and FF only offers for us to be patient.

Furniture fair sent me the wrong mattress. Then when I to them they told me to pay 1/2 of their shipping costs and they would send me the right mattress. I had no choice but pay for the shipping. Now that I got the right mattress I want my shipping fees back for the second mattress. I should not have paid cash for the $2000.00 purchase.

I ORDERD A COUCH AND AN OTTOMAN IN MARCH. I WAS TOLD THEY WOULD ARRIVE THE FIRST WEEK OF MAY...IT'S NOW MID-JULY...THE SALESMAN TOLD ME IN MARCH THAT HE WOULD CALL ME EVERY WEEK WITH AN UPDATE AS TO THE STATUS OF MY *** HE NEVER DID. WHEN I WOULD CALL TO UINQUIRE, THE DELIVERY DATE KEPT GETTING PUSHED BACK...NOW THEY SAY AUGUST. I WANT TO CANCEL THE *** CALLED THE MANAGER AND LEFT A VOICEMAIL ABOUT THIS PROBLEM. NEVER CALLED ME BACK. HOW THEY ARE STILL IN BUSINESS IS AMAZING.

BUYER BEWARE! Deceptive Advertising. I bought a TV stand from their internet site. Many pictures and descriptions abound with great reviews, except for the most important item, it needed to be ASSEMBLED. I chose THRESHOLD shipping and only expected the item to be delivered, not having the item to arrive still in shipping container UNASSEMBLED. Another deception, when signing into their website a banner shows that you will receive a discount equal to sales tax in LARGE LETTERS. When checking out, no discount was applied. I called and was told that this item did not qualify. Where was the LARGE LETTERS disclaimer located? No where. I have previously bought furniture, bed room sets, and other items from Furniture Fair in the past without any problems. But I guess that was the past, and now it is sell whatever and however you can.

i bought a *** adjustable bed that came with a warranty Sept of 2019 on October the power base stopped working. I contacted the warranty company in October after several emails and a phone call they schedule a technician come out and look at it at the end of December . But then they called and reschedule the tech to the 1st week in January . The tech came out and said the motor was burnt out and need to be replaced and he left. So I called the warranty company and they told me that Furniture Fair has to order part. This has now been going on over 6 months. I just want my bed to work. I have health issues which was the main reason for purchasing the bed and I have been unable to use the it since October . Also I am still paying on a bed that doesn't work. It has been a very frustrating situation with no resolution in sight. Buyer Beware...

I purchased a bedroom set for my daughter in July , due to Covid there was a delay for delivery which was fine. However, the day of the delivery which was finally today 11/10, they did NOT have the correct items. The delivery guy "called" his boss who said that they would have to come back to my house personally to bring them and that I can text him and he would come out himself. I contacted Furniture Fair and tried to explain this to "Chris G." who didn't care at all but told me they would "give me a credit for half the delivery fee" as store credit! you have to be kidding, you didn't even inquire about the "guy" who said from your delivery driver would come back personally to bring what's missing and lets not forget my entire bedroom set wasn't even in stock at the time of today's delivery I will NEVER do business with this company again. I do not want a credit I don't want anything but what I paid for and someone to get with the program this is NOT HOW YOU RUN A BUSINESS! I wish I could give it 0 stars

I would not even give a one star review if I could. I bought a custom couch and ottoman in August and was called shortly after to change the fabric because the manufacture ran out. I went in to the store in early September and was told I would get them no later than Jan because they were on backorder. January came and nobody contacted me to let me know that I will not be receiving my couch until Feb. So I called and they told me that it would be arriving in two weeks. I waited, and after the due date had passed, I called back (because nobody called me again), and they told me that it won't be until the end of Feb... I waited untill after the due date and was never contacted again. So I called and they told me that the manufacturer is still on backorder and it will most like be in in March, I waited, ETA passed again (no call), and so I called and they are now telling me April 19th but it isn't a definite eta, and now they refuse to refund and will not work with us at all. I would never recommend them to anyone, ever. And just want my money back and go somewhere else.

I purchased a leather power recliner for my father in Feb 2020, it arrived the first week of March and delivered to my father's home. By July, both arms had collapsed and had big davit's in both arms making it extremely uncomfortable for my father to sit in. I contacted Furniture Fair the first week of august and they couldn't come tot he house for a review until first week of September. The repairman who came to the house was very nice and courteous but said both arms, the seat and back had to be replaced. My father is 78 years old and weights 155 pounds. There was no reason that an expensive power recliner like this should have collapsed everywhere. It is now the 16th of November, no parts, no calls from furniture fair and no repair scheduled. We have had to move this chair to the basement and move up an older chair for my father to use since this chair was so uncomfortable to sit in. It took over 8 phone calls to service, trying to speak with the store and finally writing a letter to the corp office to get some response. They tell me that the parts are going to be two more months on a chair that was under 5 months old when it collapsed. They should replace this product as it was over $900 to purchase. NO response from the company at all. I have bought several rooms of furniture from them over the years, I have not had an issue but this was a horrible experience and not over. I will not purchase from them again.

Couch was delivered 8/25, tear was discovered. The delivery men took pictures and said I was be contacted. I received a call from Julie that evening. She stated someone will come out and look at it. Two weeks later a gentleman came out and stated he is the only one will do the repair. He said he will order the part and it would take a couple of weeks. I called the Colerain Store after three weeks and was told the part hasn't came in due to Covid I called the store about mid October and spoke with the store manager Jonathan. Jonathan said he had one in the store and was going to switch it out. Jonathan called two days later to advised me the one In the store was damage.and they will order one from the manufacturer. I called 11/23 *** and spoke with Linda. Linda was unable to assist and I asked them to come and pick up the items. I received a call from Dave , Jonathan supervisor and his options was to have the couch.repaired or take $500 off or they can pick it up. However. I have made payments for something I can't use. I have been inconveinence.

My experience has been the worst I've had with any furniture company. We chose to order from furniture fair in September even though we knew it would be late nov/first week of dec before we would get our couch and two chairs for our new house (which we have been in since October). The sales man assured us things were running very close to the dates shown on his tablet and you could see how many others were waiting for the same thing. Our original "date to warehouse" was 11/27...which wasn't updated until 11/28 to be 12/8...and now MARCH . I understand manufacturing delays from months ago when things shut down...but was there really NO way to know that date was wildly inaccurate ahead of time? Never would we have imagined it taking so long to get our new furniture that our baby due in Feb would arrive first. We can't have an unfurnished house any longer. We have received everything we ordered from other stores months ago. The worst part by far is the lack of customer service and zero concern for retaining business. The "internet Manager' Xandria is VERY cold and unapologetic. I should have headed my friends warnings when we were looking to order from FF. Won't make that mistake again. False advertising on commercials

I ordered and paid for a couch and recliner at the end of July online. I was told that it would be delivered at the end of August. At the end of August, I was told the end of September. At the end of September, I was told it would be the middle of October. The emails went on like this until I finally received my couch in the middle of December. The recliner, I was told, would take an additional 2 weeks. At the beginning of January, I was told that It would be the end of January. At the end of January, they said that my chair had arrived, but it was damaged beyond repair. They said I would be next on the list to get the chair since mine was damaged. I was told it would be the 1st week of February. Received an email saying it was pushed to the end of February. Now they say my chair will be here on 03/08. 7 1/2 months I've been waiting for a recliner that I purchased back in July, and I'm sure I'll get another email stating that the delivery date is pushed again. I've been told every excuse that can be thought of. The furniture makers are behind because of covid, they were shutdown. The places that would normally make the furniture are making masks and other items needed for the pandemic. Really? Is this true? If it's not, that's really a horrible lie. And now my chair was damaged beyond repair. How can you stay in business running a company like this? Terrible customer service.

I would not recommend them at all Amy *** the sales person was very nice and helpful but as we have found out it was nothing put a sales tactic she lied to our face they have our money and we don't have our furniture. She couldn't careless and then lied about when we would finally get it, I was able to get a hold of the store manager who was at least willing to look into this and let me know that the real date we can expect our furniture is December 11th when Amy told us originally 3-4 weeks max then beginning of November only after we keep calling to get an update and now the store manager said December 11th of 2020 so lets hope this is correct. If Amy would have been up front with us then we would have been able to make a decision if we wanted to wait over three months or not but she wanted the sale more then being a good person. We have had to call to get updates they have no follow up, we received the sectional on Thursday but we have yet to received the ottoman. We would like them to make this right. The deceptive tactics they use to get people to buy from them are ridiculous they need to be honest and follow up with there customers. *** and I are tired of having to chance them down for any answers and we still don't get anything except we need to understand delay s due to COVID. No we don't we order this during COVID and were promised a 3-4 week delivery and clearly that was never possible.

Today, my mother and I went to Furniture Fair *** location to purchase a sofa. Upon entering into the store, sales personnel were on the floor assisting customer. We waited patiently for our turn. After the sales personnel finished with a customer they passed us. I finally had to waive Dave, sales personnel to assist us. He directed us to the hot but area. He told us to let him know if we needed him. I said okay. We found a sofa. I saw Dave standing in area and waived him over to us. After 5 minutes, a lady came over and said I am ready. He turned to us and said I will wait on you after I finish with her. We waited. Other sales personnel came by with customers but did not acknowledge us. Finally Mike came by with a customer and asked if we have been helped. I said Dave asked us to wait while he assisted another customer. Dave started walking towards us and asked Mike to assist because he was still waiting on the other customer who interpreted us at first. I told Mike that I never had an experience like this at Furniture fair. This was my first time at this location. I usually purchase my furniture at the Colerain Ave location. He said it is hard to read people because of the masks. He said sale personnel are taught to acknowledged each customer as they wait. Mike proceeded to assist us as he informed us other customer that he would be with them shortly. His customer was browsing in the area and he was addressing both of our needs. Dave and Mike did apology. I don't think that I will be purchasing another item from that location.

We purchased a living room set Oct. 2018. While the set was still under warranty, I noticed a buldge in the back of the loveseat. They sent a service tech out and he said he repaired it. Several months later, I noticed it again. I called in Jan. of 2020. Due to Covid, it took months to finally get a service tech out. He came and said it was not repaired properly, and he actually needed to order a new part. I also showed him the chair that came with the set and how it has shown excessive wear, in just a year and a half, and he said he would also fix that. For months, every time I call, they say the part is on the truck. When I call to follow up, I am told they do not have the part. My husband and I finally went to the store, right before Thanksgiving and spoke to the store manager. He said none of my calls or issues were documented in our file, nor was anything escalated to him, the store manager. He said he was unaware of it all but ensured us everything would be taken care of. He told us the part would be on the Jan. 4th truck and for us to call him, direct, if we did not hear back for a service all. I called him, now, 3x this week, and he is now telling us because it is no longer under warranty, there is nothing they can do! It was under warranty when they repaired it improperly, the first time, while under warranty, according to the service tech that inspected in last summer. We have purchased all of our furniture, including furniture for a family member, from Furniture Fair and I am shocked at this level of customer service, for a loyal customer of theirs.

I purchased a thousand dollar power recliner in October and bought the five year protection plan as well. Over two weeks ago the seat gave in and I called the store. I was told that I would have to call a company called *** and was given an 800 number for them. When I purchased the warranty IT WAS NEVER TOLD that I had to deal with a third party company. In fact I was told that if anything went wrong I would just call and they would replace the item! I called *** and was told that I had to go online and file a claim, print out five forms to fill out, have my original receipt and take a bunch of pictures of the chair. Then scan all those and the receipt and all the pictures and upload them to the website. Then I would get a call in five business days, which I have not. This is ridiculous, especially since they have the information and it should be as simple as calling them and getting a date for a repair or replacement. I have no idea how long it will take to actually get my recliner fixed and I purchased it because I am partially disabled. I had to call *** and also send an email to Furniture Fair to get any response. I received an email and text from them telling me they could send a Fast Furniture Repair technician on [protected] and asking if I had any replacement parts. The chair broke on [protected]. So that is a month before someone comes out to just look at the chair since it broke. That's not even fixing the chair. It should be a simple replacement of the chair due to structural damage. I am wondering why they would want to send a repairman in during covid when having a delivery man simply swap out the item would be faster and safer. Received a text message today further delaying the repair technician date until [protected] because of "technician personal emergency." Called Furniture Fair customer care and was told that they would call *** to see what is going and was promised a phone call which never happened. I have never had this problem with any warranty. I was misled about the warranty and am now dealing with a their party who doesn't care.

So disappointed with this store. I purchased furniture in July, I was told I would most likely get it in September, but because of the pandemic it might be Oct. I agreed as long as it would DEFINITELY be here by Oct. because I needed it by the holidays. September 24th I paid the remaining balance, in store, (almost 2k) thinking we would have our furniture soon. The very next day I get an email saying it was pushed back until the end of November. So you wait until you have all our money and then email us instead of telling us while we were standing there. (And our salesman was present and had our account pulled up to pay the balance) so don't tell me they didn't know. I would have canceled our order right then and I tried via customer service after receiving that email and was told I would have to go back to the store to do that. Which normally wouldn't be a big deal, but my husband and father are high risk for Covid19 and I limit going much of anywhere being that I am one of my fathers primary caregivers. They've had sales with free delivery and other discounts before and after we ordered our furniture, the least they could have done is offer free delivery for it taking months longer than originally stated (now the end of NOV and still no idea when it will be here.) but their customer service offered nothing. While I understand you aren't the ones making the furniture, you are the face of it, you are the ones that took $2300 out of our account. Noone from your company has reached out to apologize, update us, NOTHING. I have to reach out to find out anything. I contacted customer service twice I got one response that basically said we can't do anything if you want to cancel your order go to the store. I reached out via Facebook and got a joke of response and was told a manager would contact me and surprise surprise a week later STILL NOTHING! Your customer service is a joke, once you have people's money you no longer care. You all have made that ABUNDANTLY CLEAR. $2300 and 5 months later you have my money while I have NOTHING and you're still making me pay over $120 for delivery which half the time you offer for free. I'm do disgusted with this company and how they've handled this.

I purchased a couch and love seat on Jan. 24th at the Cold Spring location. The set that I bought way a clearance item. I purchased both the love seat and couch and left. 10 minutes after I had left I received a phone call informing me that the love seat had been sold 5 minutes prior to me making the purchase at another location. The manager which was a female working the evening shift took care of the situation. The couch and love seat wasn't want was clearance it was the fabric. So they did help with the situation and let me customize the fabric and pillows. 6 weeks later the new couch and love seat was delivered to my house. The pillows were incorrect. I had three different fabric choices and only 1 was correct. I called the store to inform them. My sales person John had submitted the wrong fabric in the order. I had to drive (which it is not close to my home) to the store and return the incorrect pillows. John then informed me he would place the correction and have the new pillows in within 6-10 days. I started called on day 11 and it took me 3 days and 8 phone calls to be connected to my sales person. Apparently nobody can look up the order or help you outside of your sales person. Once I was finally able to connect to John on day 14 he informed me his manager forgot to submit the order. The order was never placed! John at this point informs me he will submit the order and have them UPS overnight. This was on Friday, March 13th. I never received a phone call on Saturday so I called back on Sunday to find out that he did not place it. He then tells me he is placing the order on Monday and should be in overnight. We are now on Thursday, March 19th and I have now called the manager. I do not like to complain but after so much dishonesty and being ran around I felt like I need to speak to a manager. The manager Derek (I think was his name) was zero help. He did not apologize about everything that I have dealt with and informed me that I will not get the corrected pillows until April, 28th! I do not understand. I asked for him to speak to his sales person about the dishonest communication. he explained to me that he doesn't believe that there was dishonestly that it was just miscommunication. I disagree. When I have been told twice the order was placed and will come in over night and that is not true. I feel like I was lied to. The manager did not offer a faster solution. Did not offer compensation discount for all of this mess. Did not even apologize about the situation. I was a manager in the retail space for 12 years. This is not customer service. I has already made up my mind I never wanted to do business with John again but now I do not think I will do business with this company moving forward.