Furniture Connexion
reviews and complaints

Furniture Connexion's Response:
Dear Matt Gr,
We're very sorry to hear you had issues with your sectional. It's been a while since this was posted so unfortunately we don't know who you spoke with at our company. Salespeople are trained to sell Floor Model sales "As Is". There may have been a mis-communication or an error on our part. Floor Models are sold "As Is" due to the fact they have been used by the public. Floor samples may also have imperfections, and due to the imperfections, are sold at a significant discount. Because it is not new product, and sold at a significant discount, the usually warranties don't apply. We apologize for any mis-communication or unintended misrepresentation. We stand behind our quality product and hope you'll give us another chance.
Sincerely,
Furniture Connexion

I had a much different CS experience with the store. In fact their response to me was exceptional when 2 pieces of my leather furniture purchase had problems. One piece was beyond manufacturer warranty or the service of the optional insurance through Guardsman that I wouldn't buy again but they actually replaced a leather chair without charge. I had to do the footwork to go to the store to exchange but for a new chair to replace a material defect on my old one was above and beyond what I expected. On a previous CS problem with a different piece of the same set that was covered by the optional Guardsman that we had damage on after purchase from a pet Guardsman was refusing to do the work. FC's CS people went to work on Guardsman. The next day a upholstery repair service called me and said they would be out the next day to repair. No charge.

Everyone's experience with business customer service varies but my experience was really above and beyond what I expected.

The service when we bought was great, but hopefully nothing will go wrong with your furniture because that is where the good service ends! I purchased an entire living room set with recliners 8 months ago, within 6 months the recliner/couch was collapsing. Followed there protocall and the furniture was returned to me (2 weeks later) with the exact same problem. When I called again I was told to send more pictures, of what, the same exact problem you said was fixed is what I asked. At the time I was told if I wanted the issue fixed I would do as I was asked. (Keep in mind it just left their warehouse 2 days prior and numberous phone calls between the manager and myself when they initially had the problem.) I said you just returned the couch to me 2 days ago and I don't think it was touched. I asked to speak to a Manager and (T) told me she was the service manager. There is absolutely no Customer Service in the Customer Service department, in fact they are the rudest people I have ever delt with. I then called the store where I bought the product and asked that a manager get back to me, no one ever attempted. As of this weekend the entire recliner makes a horrible clicking sound when opened and closed. There is metal hanging down from under the leg extention on not only the first couch recliner sofa, but the love seat also. This furniture is JUNK. I have given up and I'm purchasing from another company. Save your time and ecspecially your money and go else where. I believe in supporting small businesses and that is why I pick Furniture Conx, I have learned a very expensive lesson!

Dear Lindamh,
This is Furniture Connexion and wetruly sorry to hear about your experience. Honestly, it does not make sense. We stand behind our product and when there are issues (which do occasionally happen), we make sure they are handled. We definitely have a customer service department and would appreciate it if you give us a call. I have discussed this with our department and from the desciption you gave, no one can figure out who you are. We would appreciate it if you would give us another chance to resolve your problem. Please contact Kaitlyn at [protected]. We want our customers to be happy not dissatisfied.
Sincerely, Furniture Connexion

Dear Lindamh, This is Furniture Connexion and we're truly sorry to hear about your experience. Honestly, it doesn't make sense. We stand behind our product and when there are issues (which do occasionally happen), we make sure they are handled. We definitely have a customer service department and would appreciate it if you give us a call. I've discussed this with our department and from the desciption you gave, no one can figure out who you are. We'd appreciate it if you would give us another chance to resolve your problem. Please contact Kaitlyn at [protected]. We want our customers to be happy not dissatisfied.
Sincerely, Furniture Connexion

The service when we bought was great, but hopefully nothing will go wrong with your furniture because that is where the good service ends! I purchased an entire living room set with recliners 8 months ago, within 6 months the recliner/couch was collapsing. Followed there protocall and the furniture was returned to me (2 weeks later) with the exact same problem. When I called again I was told to send more pictures, of what, the same exact problem you said was fixed is what I asked. At the time I was told if I wanted the issue fixed I would do as I was asked. (Keep in mind it just left their warehouse 2 days prior and numberous phone calls between the manager and myself when they initially had the problem.) I said you just returned the couch to me 2 days ago and I don't think it was touched. I asked to speak to a Manager and (T) told me she was the service manager. There is absolutely no Customer Service in the Customer Service department, in fact they are the rudest people I have ever delt with. I then called the store where I bought the product and asked that a manager get back to me, no one ever attempted. As of this weekend the entire recliner makes a horrible clicking sound when opened and closed. There is metal hanging down from under the leg extention on not only the first couch recliner sofa, but the love seat also. This furniture is JUNK. I have given up and I'm purchasing from another company. Save your time and ecspecially your money and go else where. I believe in supporting small businesses and that is why I pick Furniture Conx, I have learned a very expensive lesson!

I think your advertising $$$ would be better spent if you would gag that female with the ANNOYING VOICE !@!@! I have to mute or pause to skip over the awful tooth drilling voice ! I might listen to your commercials if it were not for that EXTREMELY OFFENSIVE VOICE AND THE WAY SHE SING SONGS THE MESSAGE ! I cannot stand listening to your commercials ! Don't you consider how you spend your advertising $$$ ?

Hi Susie Q - Thanks for your suggestion! We appreciate your feedback. The Furniture Connexion

Oh how I wish I could phrase my comment to be received as a "constructive criticism" THAT VOICE! The commercials are so annoying! It is like fingernails on a chalkboard! You MAY have the finest furniture in the world, at the very best prices, but THAT VOICE is just awful! I would LOVE to see you have ANYBODY else do the audio...My husband ans I both DIVE for the remote to our TV to hit the mute button as fast as possible...I hope you will change it ASAP!

As a representative from the Furniture Connexion, I'd like to point out we have a number of competitors who are jealous of our success. We have a sneaking suspicion the above review is one of these stores.

We are the largest furniture importer in Portland, Oregon and because of this, it makes it difficult for competitors to match our prices and selection. Our sales people are friendly and informative. We'd love the opportunity to prove ourselves to you!

Sincerely,

Julie - The Furniture Connexion
www.furnitureconnexion.com

This is not constructive criticism. What was the brand this customer is talking about? It's unfair to claim an item wasn't the lowest price without giving the Furniture Connexion an opportunity to match it. I know for a fact Furniture Connexion matches any price for the same product. They also offer same day delivery. I don't see where the customer was deceived. If they didn't point out where there was a lower price elsewhere, there was no way the company could match it.