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1.9 73 Reviews

Furniture Row Complaints Summary

16 Resolved
57 Unresolved
Our verdict: When using services from Furniture Row with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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11:59 pm EDT
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Furniture Row financing

Furniture Row is a scam. I submitted an online payment for their credit card and had a problem with the processing. This led me to receive a late fate that I didn't deserve. They did however reverse the late fee. Fast forward to the next month. I received a $2.00 financing charge on the late fee. I didn't realize this and paid my minimum payment. This led to another late fee. Called in and they reversed the late fee and the financing charge. Fast forward to the next month where I received another finance charge of $2.00 and another late fee. I have gone through this process for 4 consecutive months and during the last phone call they said they could not reverse the late fee because they had done so too many times. But all the late fees, and financing charges were a result of one incident that was their fault! FURNITURE ROW IS A BUNCH OF CROOKS! TAKE GREAT PRECAUTION IN PURCHASING ANYTHING FROM THEM! THEY ARE OUT TO SCREW YOU!

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4:57 pm EST
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Furniture Row Poor quality and service

My wife and I paid clost to $1000 for a livingroom set. First the sales woman tried to pass of the floor couch as a new one. We figured that out when we were told just 10 min earlier we had to wait 3 weeks for our couch then all of a sudden it was there, but the couch on the floor was gone.

All the furniture couch, loveseat, chair did not last 9 months. They are poorly built with 1x2 peices of wood. Normal sized adults sitting on it would cause it to break. All the furniture broke the same way.

Don't waste your money shopping here. These products are garbage and good luck getting any help from them about poor quaility. Hell they lied to us to start off with. If i could go back i'd get my money back when she lied to us.

DO NOT BUY ANYTHING FROM FURNITURE ROW SHOPPING CENTERS. THE PRODUCTS ARE A BUNCH OF LOW QUALITY CRAP.

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tigerfoot66
bolivar, US
May 26, 2009 9:22 pm EDT

I agree we bought a living room set and the couch broke the first week. They have came and picked it up twice and brought it back twice and its still broken. They currently have our couch now fixing it a third time. Its been four months without a couch . I have tried getting my money back but all they tell me is they cant give refunds. The only thing they will do for us is exchange our couch for a different one but, now our couch is discontinued and if they did do that it voids the warranty on the new couch so either way were out $1200 and they wont do anything about it.

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L
12:58 pm EST

Furniture Row horrible sofas

I bought the New Yorker sofa from the Marion, IA, store on 7/7/2007 ($677.76 total). After a few months of use, the cushions began to break down to the point that the couch was impossible to sit on comfortably. It looked years old, and I was not satisfied with the quality of the purchase. The cushions were so broken down after a few months that sitting on the couch meant sitting on the support bars under the cushions. My butt would go to sleep in minutes. After 6 months of negotiations with the store managers and an unsatisfactory cushion replacement, I was able to swap the couch with the Riley sofa on 6/20/2008, with me paying the difference between the sofa costs, and arranging my own transport of the couches ($107.06). I even offered to PAY them to deliver it, but they wouldn't have it. They just handed me a phonebook to look for UHaul. Beginning in October 2008, the cushions in the Riley couch were breaking down so that it too looks years old and is uncomfortable. More of my butt hitting the support beams! After the hassle I went through with the other couch, I was willing to live with this development. But now, the upholstery seams are ripping (on their own; no misuse on my part) on the edges of the bottom cushions and on a throw pillow. One cushion has 2 seams that have ripped apart nearly the whole length of the cushion. How crappy does a product have to be for the THROW PILLOWS to rip themselves to shreds?

When the first couch broke down within months, I wanted a refund. When that didn't seem to be a possibility, I settled for a replacement couch. Now this couch is not only breaking down, but is literally tearing to shreds from the basic, daily use of 2 adults. This is completely unacceptable.

Today I sent a request for a full refund of all money spent on defective merchandise ($677.76 +$107.06). I'm not sure if I'll hear back, and I'm sick of dealing with the local store managers. At this point, I'd like to dump the couch on the front lawn of the store.

Bottom line: Don't ever buy furniture here! Pay a little more for something else.

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Halesean
, US
Feb 09, 2011 5:44 pm EST

On January 20, 2011, I purchased a recliner from Sofamart. I was told that they did not have it in stock and that it was have to ordered. I was told it would take four days to get here. I called after eight days and they told me that it was still on it's way. It is now eleven days and still not here. I am so close to going to the showroom and taking the one off the floor. They took my money immediately but cannot give you your purchase on time. Shame on them! I wish I had seen this before I purchased from them.

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Irritated Consumer
, US
Feb 07, 2011 4:33 pm EST

I bought a 2-piece couch from Sofa Mart last year. While at least the furniture has held up trying to purchase it was a nightmare. I was told several different stories about the warranty and how long their sales lasted. When I called them on it they did nothing but insult me and told me to leave the store. They didn't want me as a customer. I was prepared to get a refund but they then said they didn't have enough cash in the store for my refund. Against my better judgement I decided to go ahead with the transaction since they had a large amount of my money. I was told at the time my furniture was in stock, which was not the truth. I waited 3 1/2 weeks for my delivery and had to keep calling and reminding them. Their staff is some of the worst I have ever encountered and I will NEVER SHOP THERE AGAIN. Wish I had seen this site before stepping foot in Sofa Mart. Buyer be warned!

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TedP99
, US
Dec 28, 2009 3:48 pm EST

Ordered a couch and loveseat, supposed to be here before Xmas. Called, they have no idea what is going on. Charged our card on the 2nd, earliest they can deliver the items is the 15th of January. Of course its the manufacturer's fault. I would rather pay a little more and have good service. Never go there again. If I wouldn't of called they would have left me hanging as they did not know the manufacturer had problems filling the orders. We have to prepay and then they get to use our money for 2 months until they buy from the manufacturer, they can keep the couch. I had no problems when I asked for a complete refund. Of course I haven't seen the credit yet...

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limcl
helotes, US
Mar 04, 2009 11:21 am EST

I couldn't agree more- my experience with SofaMart was less than ideal AND I purchased the Riley sofa which came apart after a few months. They replaced the cushions (took 10 weeks to do) and after only TWO months of use (normal use by adults- nothing abusive) these cushions are showing signs of wear! We're interested in getting an entire living room set. Instead of purchasing the crappy matching loveseat, we're going to be forced to sell this couch and buy something that is not made by Riley nor sold at SofaMart. Don't waste your money!

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Sandra
Bay Port, US
Dec 13, 2008 9:34 am EST

please take these people to small claims court I am they should not get away with what they are selling at the store

ComplaintsBoard
B
10:15 pm EDT

Furniture Row used furniture

On the 1st., of may of 2007 I bought a reclining sofa and a queensize mattress. When I received the sofa it smelled new but after sitting oin it for a little while it became clear that the sofa was either the floor model or a used sofa. The queen size mattress I bought, the sewing is coming undone. I called them last week and iI was told someone would call me right back about my sofa and someone would call me this monday the 28th, of oct. 2008. Well, no one called back at all last week and monday has not happened yet. I sent an e-mail to the B.B.B this evening. I was told that I have a lifetime warrenty on the foam on myh sofa so i, am wanting all new foam onb my sofa. I willjust habe to wait and see what kind of excuse they come up with this time. If I get no satisfication I am going to go too one of our news channels and see together if we can do something about this. I know one thing, I will NEVER EVER buy their products again. I will also advise others to not buy their products either. Have a great day. Buttons

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Joe Ratcliff
Colorado Springs, US
May 14, 2013 9:16 pm EDT

Gentelman, at the Colorado Springs Furniture Row
I would like you to thank Erin Jensen and Matt Shirola ( furniture repair) for their wondful help and kindness to Barbara Wilberforce. They where a big help and should congratulated and recive a pat on the back!
Thank You
Joe Ratcliff [protected]

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James Logsdon
rock Hill, US
Jan 29, 2009 12:37 pm EST

as a recentl Furniture row employee I will let the cat out of the bag. It is there policy to sell returned furniture as scratch and dent. most of the returned furniture has sat in homes for months or years. I personally had to deliver to a customer all new furniture to her new house do the fact she purchased a used sofa from the charlotte nc store and it was infested with bugs. We did this to settle a law suit. beware of all furniture row stores they all operate the same.

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buttons
North Manchester, US
Nov 19, 2008 5:07 pm EST

Just an update about my commplaints for furniture row. I reported Denver Matress and Sofa Mart to the B.B.B. They have until November 23, 2008 to do what is right about the faulty furniture they sold me. I also e-mailed The attorney General in Indiana. Yesterday Furniture Row called the people they use to fix thier faulty furniture and what nots and a young man showed up today, took pictures and I am getting the new foam and filling for my sofa. It will take 4-6weeks for this to happen.

The repair center has to send the order to the main warehouse (where ever that is) why it will take so long. It took that long the first time. Tell family and friends to never ever shop st furniture row, denver mkattress I never bought anything from oak express so, I do not know how they treat their customers. I will be vindicated even if I have to go to the local newspaper and news stations. Ok, I just wanted to let people know how my complaints are being handeled.
Buttons

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12:15 pm EDT
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Furniture Row treats their customers like theives

I am a repeat customer of Furniture Row, having purchased approximately $5000 of furniture in the last 14 months. In addition I have recommended Furniture Row for having the best "bang for the buck" to many friends and family members.

Yesterday I went into your Austin, Texas store to purchase another piece. I already new exactly what I wanted, so I immediately sat down with the salesman to complete the sale. He took my phone number and was able to pull up my information on the computer, where he could see I was a repeat customer. He then asked for a second phone number so he could put it in his computer. I told him he already had one of my numbers and did not need another one. He explained that it was "company policy"; I repeated there was no need for them to collect additional information on me. He then got his manager who said the same thing about "company policy" and the only way to avoid this was to pay in cash. (I had planed on paying with a credit card.) So I left the store without purchasing anything.

As there is a lead time of a couple of weeks on everything Furniture Row sells, the possibility of fraud is not a real issue. Therefore, Furniture Row has no valid reason to force their customers to provide additional phone numbers or other irrelevant information. The only possible reason for this is to "farm" phone numbers for telemarketers, and thus my reason for refusing to provide another phone number. (I would not have provided the first number, except that Furniture Row would need to call and let me know when my order arrived.)

It is one thing to ask for additional information from a customer but it is another issue completely, to refuse to complete a sale if the customer does not want to provide it. Should you try to make the ridicules claim that your "company policy" it is to prevent fraud, that would mean that you are treating every customer who walks through your doors as a thief. Regardless of your real or imagined reasons for this policy I will not allow myself to be treated in this manner. Should at some time in the future Furniture Row admits their "company policyv should be changed, feel free to let me know and I will consider shopping in your stores again.

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7:58 am EDT
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Furniture Row Terrible experience

We ordered our furniture at the beginning of July. We were excited to get 2 new couches and a new coffee table and end table. We were told that the furniture was out of stock so they would not be able to delivery it until mid August, which was ok with us. When the end of August rolled around we still hadn’t gotten our furniture so I finally called them to find out the status. The person on the phone told me "oh it’s just sitting in the warehouse" so I was confused why they hadn’t delivered it. They told me they would delivery it September 1st.

They day before September 1st I got a phone call from them saying what time they would come to deliver all 4 pieces. The next day they only delivered the two couches and end table. I was very upset we had not gotten the coffee table so I called and they let me know it was smashed. When I asked why they didn’t tell me this they were like "oh we don’t know why they didn’t tell you". Our end table was also damaged. It had scratches and it was cracked. They said it would take 2 weeks for the coffee table to be reordered and they could re deliver the end table the next day.

The next day they called me to tell me that the end table was damaged so they would need to reorder that which would also take 2 weeks. It has been over 2 weeks and we still do not have either of our tables and when we called them today they do not know where they are. That people at sofa mart are stupid, rude and don't take care of their furniture. Do not buy from them I am warning you now!

Also all their sales people and managers when we called to speak on the phone with them are not nice and have no idea what they are talking about and they put you on hold for an extremely long time, so if you don’t want to go over on your cell phone bill I’d recommend not calling them. Again do not buy from sofa mart unless you like to waste your money!

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MREG
, US
Mar 01, 2010 4:44 pm EST

I am currently having the same problem, spent 3, 000.00 on a new living room set and was told it would take 2-3 weeks delivery so i say o.k. no problem. Well 2 weeks roll bye and i have not heard from them so i call and the saleman says "Oh its all hear, i thought you were going to pick it up" so i obviously reply NO you told me it was to be delivered, so we arrange a day and time to be delivered and on that day i receive 1 couch and 2 end tables, so i strangly ask where is the rest?. The delivery guy looked confused so i call the store and the salesman tells me, ready "we used your set to peice together another set for a different customer that purchased the same living room set" WHAT!, needles to say i am not happy and ask when will i get the rest of my stuff? he tells me 1 week. So here it is today 1 week and 4 phone calls later and my stuff is somewhere in Yuma, Az. on a delivery truck that has never even attempted to call me to schedule a time for delivery and the salesman has yet to return my call to let me know what time the delivery will happen. What a company! wish i knew about this before i purchased i definetly would have went somewhere else, and by the way it has been 26 days since my purchase well beyond the 2-3 weeks that i was originally told. GREAT JOB SOFA MART, I WILL BE SURE TO INFORM ANY MARINE HERE ON BASE ABOUT HOW YOU DO BUSINESS HERE IN YUMA, AZ.

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aush
, US
Jan 17, 2010 6:37 pm EST

i am having a major problem with the same people! i have only had my new couch and loveseat for less that 2 months..4 of my 8 decorative pillows are ripping apart and one of my seat cushions seam is tearing apart..also the middle cushion on the couch has sunk in terribly its about have the depth as the others..looks terrible..and let me remind you..less than 2 months we have had this furniture! i called them with my problem and basically its like this..if i want new..then aftrewards my warranty will be expired..so if i order new and this happens again then im jst screwed..OR i can come on ANY saturday (this is what i was told the first time) and the technician will be here to repair..just call ahead of time to see the time he will be there..so i went to do this yesterday..loaded my car up with all the pillows and cushions..i call and the ### say..oh well our technician isnt here today he doesnt come EVERY sat..i basically flipped out im so sick of dealing with these people..they dont know what the hell is going on..and aslo my warranty says NOTHING about if it manufactures fault and i need a replacement then my warranty will expire after 1 use? im so upset idk what to do?

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movievmn
This City, US
Jan 12, 2010 5:10 pm EST

Completely agree . DO NOT BUY FROM SOFAMART or FURNITURE ROW. They are cheaters and scammers. Will promise you something and will switch with something else. Spend you hard earned money somewhere else. Else specially one in Peoria, IL near Grand Prairie Mall. Never buy from them. There is a guy named J**H who would lie to you just to get your sale but then refuse to deliver it.

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Unhappy
, US
Apr 11, 2009 7:43 pm EDT

Agree with you! Ordered our furniture 6 weeks ago and still nothing! They have already sent us a bill when we have NO furniture! Do not buy from them unless you like waiting months for you furniture!

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U
10:43 am EDT

Furniture Row very poor service

I bought a few things from Furniture row a few weeks back. The delivery of all these items was completely messed up and got delivered in 3 installments. A lot of inconvenience for my family and me.
Also the bed that came in was of junk quality and had to be returned.
As part of the purchase I have a table set that was to be delivered on July 25th, did not show up and got no intimation about it. Then I was told July 29th and again no intimation that it would not be delivered. Now it's July 31st and I am being given explanations that the truck comes only once a week and that they have to check if my table was on it, etc.,
Their service is ridiculous, very un professional and has caused me a lot of inconvenience.

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J. Wittock
,
Oct 12, 2008 8:53 pm EDT

Pathetic. The staff is indeed supersaturated with young, inexperienced, careless employees who do not work on commission (when being on commission could help service greatly). Who comes first, the customer or the employee? The customer.

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A
2:00 pm EDT

Furniture Row need to know when will get server bougth from store in des moines iowa that went out of business.

We bought a server to the table and chairs we had purchased earlier this year. When we went to pick it up they sold it to some one else and said some one took the sign off the server (Mgr) is the one who sold it. He said he would get us another one however the store closed. We paid for the server and have the receipt and its supposed to be shipped to Des Moines or delivered to our house in Norwalk, IA . We would like to know the status/when the server will be in?

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7:47 am EDT
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Furniture Row They did nothing right

Sofa Mart and its partner Oak Express have no idea how to order and deliver what the customer wants. I received the wrong piece from Oak Express and have to wait another week for replacement. Sofa Mart is worse. They ordered and shipped a sofa I ordered a love seat. They shipped the sofa and it arrived in the wrong colour as well. Getting the right piece would take as much as 2 weeks more. I have no furniture to sit on. I requested full refund I will not do business with them... ever! The sales people were not even remotely interested in fixing this to my satisfaction.

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1:49 am EDT
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Furniture Row Don't ever shop there

Just recently in April 2008, is when it all started, I went to pick out a loveseat, chair & ottoman in a sage colour. Well, when it was time to deliver the item to my home, it was the wrong colour and not the right item ordered. I called the store here in Denver to make an exchange for what I ordered & this is where the Headaches began! They swore that it was not their mistake due to they were in the middle of changing warehouses, computer systems, etc... You name it they had every lame excuse in the book... Once I finally got thru listening to all the B.S. I asked for a manager, and he got it straighten out so I could exchange the whole set for another style of furniture. So I went with another choice of chair & ottoman & recliner instead of the loveseat... well this time they managed to get the chair/otto right - but when it came down to delivering the recliner, I swear this company doesn't know what the right hand is doing from the left hand... They didn't call me and tell that what I ordered was discontinued, so instead giving me a choice to pick out something else New; they gave me the Broken Down Floor Model, Which everyone & their Neighbour had sat in and to boot is was broken, in which Sofa Mart tried to put the blame on me... I told No Way, When the recliner was delivered and I saw this that day, I called the salesman, and refused it, his excuse was it is new - there is nothing wrong with it. I told him I want a refund to my account ASAP... I will be in today to see you - to get it applied to my account... This salesman was not happy at all...

** For those who want new furniture I would not reccommend shopping with this company - due to the fact that they can't get *** straight. I have tried 3 times over a period of 3 yrs with them and never failed each time something always happened. But never again... My acct is cancelled as of today 6/13/08

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JIM BARNES
Springfield, US
Feb 22, 2009 4:59 pm EST

THE FURNITURE THERE IS LOW GRADE CRAP! BETTER OFF SITTING ON MILK CARTONS. THEY WILL LAST LONGER

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1:29 pm EDT

Furniture Row store manager rude

Store Manager was very rude when I inquried about paying my account off early.

If you pay it off early by phone you are charged a $15. service fee. How ever they did not send the statement to me in time so I could pay it off early by mail and have the payment in by the pay off date. The local store managers were extremely rude when I called to see if I could pay it at the local store. Do to the way I was treated on the phone I most likely will not purchase from Furniture Row again.

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11:36 am EDT

Furniture Row faulty materials!

We purchased a new dining room table (Kahlua) and chairs in Nov. 07. By December the top had begun to split. They ordered us another one and we got it probably in early January. Within two weeks the top began to slit and raise on this one as well. So we returned it and got a totally different style altogether. The one we go this time has a marble table top and wooden legs. We have had it about a month now and last night noticed that two of the four legs have cracks all over them.

My recommendation is to stay FAR, FAR, AWAY from Furniture Row table, they are cheap, made in Vietnam and in Idaho's dry weather coming from a very moist environment they are not worth going through all the trouble for.

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speedemon
Provo, US
Nov 11, 2010 6:33 am EST

Yes I agree there furniture is crap what company would buy furniture from a communist country just to make big profits it's truley unamerican!

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cant say
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Nov 01, 2008 10:36 am EDT

all furniture row furniture is made in china and other asian countries. not very good quality at all.

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1:37 am EDT
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Furniture Row lack of communication

I purchase a living room outfit. Sofa, loveseat, recliner and 3 end tables. I was told it would take 10 days for delivery. It now has been 16 days. I have called twice to find out estimated time of delivery and all they could tell me is that it had left the warehouse. UPS and Fed Ex can track...why can't they tell me how long it normally takes. I am planning a party next week and I need to have my old furniture picked up...thank goodness I didn't tell the person that I sold it to, to pick it up on the 10th day. If I had I would be sitting on the empty floor right now. All I have asked for is a phone call so I could plan and no one seems to care. They have my money...who cares now...

The first issue I had was when I applied for 5 years no interest...the security questions they asked to find out that I was who I said I was from my first marriage which ended 15 years ago.

They at first denied me credit even though my friend who is my banker was with me and I have a credit score of 742. I don't expect to go through my past to get credit.

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Shayla Barnes
, US
May 23, 2023 3:02 pm EDT

I had bought my sectional and it came with bugs on it. On November 10th is when it was purchased and I'm paying all this money for it and the issue is still not resolved. They want me to pay all this money to fix the issue but yet no one is offering to help out with my payments.

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Gabbie2017
Joplin, US
Aug 01, 2022 8:14 am EDT

I called the store and the man interrupted me in the middle of my sentence once he realized I was calling about checking my application. I told him I didn't appreciate being interrupted and that I'm no longer interested in the position. He asked, "um are you talking to me?" Appalled that I even said anything to him about how rude he was being.

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tmnly
,
Aug 12, 2008 7:13 am EDT

We had a nice buying experience, but after that it's been one nightmare after another. On 3/5/08 we purchased 2 couches, 1 side chair, 1 side board table (buffet style), 1 round side table & 2 rectangle side tables. We were told it would all be delivered in 2-3 weeks...6 weeks later it was delivered & one of the legs on the chair was scratched (BAD!), one of the legs of the rectangle end table was missing a piece & the other one was chipped, & the round table was back-ordered. We immediately called our Sales Rep & was told they would replace both retangle tables & it would be a couple more weeks before the round table was in (it was over a month).

There's a lot of other things that have taken place since then, so the short ending is this...4 months after delivery, we're still waiting for the replacement table for the one that was chipped, the black lining on the bottom of one of the couches & the chair is coming off, the cushion on the back of the chair is SO mis-shapen that it can't be fluffed back into shape, & a spring in one of the couches has poked a hole in the lining under the cushions.

Last weekend my husband & I went back to the store & the manager personally handled our business, we were able to order a whole new & different set of furniture & he made it financially right with us. We were ensured the new furniture would be here in 2 weeks, along with our missing replacement table. We have HIGH hopes that this furniture will be better quality...if not, we'll be asking for a FULL refund & taking our business elsewhere.

We will NEVER do business with this store again!

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