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Furniture Row
reviews & complaints
Furniture Row
reviews & complaints

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60 complaints
16 resolved 44 unresolved

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Furniture Row reviews & complaints

Furniture Row complaints 60

C
Dec 04, 2021

Furniture Row - Liars in Customer Service and Sales Staff

I wanted a recliner and sofa. Clerk INSISTED I buy 3 piece set, saying delivery would be quicker [I explained time is of the essence]. We could not purchase the display set, and would be required to have it delivered (extra charge).
A call from their delivery company confirmed I would receive my purchase 13 days later, but they did not receive the furniture to deliver it on the scheduled date.
Furniture Row said because I changed my order (canceled one piece), delivery would take longer.
Call to HQ customer services "promised" to call me back within 24 hours & didn't, either.

Still have to wait another 2-4 more weeks for my furniture.

Desired outcome: Furniture NOW, partial refund

Hi Cathy.

The grouping you ordered was in a package which was in stock and could be delivered as such. Once that package was changed, it became a la cart, which delayed the order. This is why the associate suggested buying as it a set.

C
Dec 23, 2021

LIES and DECEIT

I was willing and able to take home the full set when I purchased it. The sales clerk said they do not sell floor displays and would have to wait until the set was in stock from the distribution center or warehouse.

I called Alfonso Goozemond (? spelling), Regional Manager on December 7 and got voice-mail saying he "would return the call in a timely manner" -- as of December 23, he hasn't responded !

Supposedly the pieces arrived 2 days before I was leaving on vacation. Baker (Furniture Row delivery subcontractor) was contacted to set a delivery date and then postponed that, as well.

Waiting over a month after placing an order for "in stock " furniture is poor business --- especially when they knew that time was of the essence.

No one cared that I have nothing to sit on because I threw out my old furniture when I was first PROMISED the December 3 delivery, but instead might have it on December 30.

D

Furniture Row - Bed frame headboard footboard

My sister purchased a new bedroom set for both of her daughters. Was told it would be about 3 weeks. It has been over a month and had delivery yesterday and they realized they are missing parts for one of the bed frames with a headboard. They said they will come out today and she would get a call. No call. She called and now being told 3 more weeks for the parts to come in and my neices room is crazy with an empty bed frame. Where is she supposed to sleep? Why was this delivered if parts were missing? This is unacceptable.

Furniture Row - Loveseat delayed and sales manager

Ordered a loveseat on July 4, 2021. Was told would have delivery in 18-20 was. Put it in by end of Nov - I was willing to except and expressed that as long as before 12-25-2021 that was fine. Told...

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Furniture Row - Overall experience, customer service

We originally went to Furniture Row around Dec 2020 because of their reputation, we thought maybe amidst the pandemic that it would be the most convenient and easy route to furniture shopping. And...

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J

Furniture Row - Customer service

I order a couch that had a chase, they sent the wrong parts. I was told it was going to get re ordered and I should get in 10 days. Day 12 I go into the store and a guy with red hair was a complete...

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J
Aug 28, 2021

Furniture Row - Tate sleeper couch / delivery

Customer:
ORMSTON, JACKI & JOHN
129 CORA LEE #302
SOUTH PADRE ISLAND, TX 78597
[protected])

Furniture Row
537 Springmart Blvd
Brownsville TX, 78521
[protected]
Invoice: 236-I0052009 Date: 03/23/21 Salesperson: LETICIA

SB-LATACR 2024-04Q TATE SLP Q W/ MEMFOAM MAT 1 0 W 1099.00 1099.00

We paid for this couch and still haven't received it.

Desired outcome: Please help us get it by the end of this month, August, 2021.

Furniture Row - Living room set

I ordered and paid CASH back in March for a living room set. No one at the store in Bryan knows anything, but Andrea is willing to sell me one more expensive that may or may mot come in this year!
The office manager is no help. I asked to speak with regional manager and he hasn't called me yet. Probably won't either.
I need someone to help me figure this out. Purchased under Matthew Robinson
[protected]
Please call me at [protected]. I need a living room set ASAP

Desired outcome: Receive furniture

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
The company has left an official comment on the complaint.

Furniture Row - Bed frame

This was at Aurora co location on Parker. Yesterday I got a price of 369 on a bed that I went home and showed my son and he loved it. Came back today to get it and 2 ladies told me wrong price. It was 1000 instead. I and my son are very disappointed. No apology or trying to resolve this. Went to there competitor and got a great deal with honest pricing. Will never go to Furniture Row again

Desired outcome: Apology and make it right

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
The company has left an official comment on the complaint.

Furniture Row - Chair

We bought this recliner from Furniture Row 2-3 yrs. ago. We were told this was durable leather. I believe we pay around $600.00 for this chair & now I can't even have people over to sit in it because...

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B

Furniture Row - Ordered couches, dinette set

Ordered on May 8, 2021 with a delivery date to house on June 15, 2021 NOW store says NOT till August 2021 not ACCEPTABLE. Took our money with NO furniture in hand to date. Invoice number 88-[protected]

Desired outcome: WANT FURNITURE ON FLOOR

Furniture Row - Furniture Row Springfield, Mo.

After looking at all the furniture stores in Springfield we found a loveseat at furniture row that we liked, we ordered it and paid for it in full and we were told it would take 2 months to get it, when we got out to our car we saw a big flashing sign that said free delivery, we looked at our invoice and saw that we were charged $150.00 for delivery, we called the store and were told that the charge was for them to take it out of the box and plug it in (we were told none of this when we ordered it) we said that we would take it out of the box and plug it in ourselves, they said that they would refund our setup charge when our love seat came in and that it would be here the middle of May. We heard no more from them and called on May 22 to see where our loveseat was and we were told that it now was going to be the end of June, we now knew that we were dealing with people that could be trusted so we told them to cancel our order and they said it would take 10 days to get our money back. We paid in full on the day we ordered, they have been using our money for 2 months and now they intend to use our money for 10 more days. DO NOT TRUST THESE PEOPLE!

Desired outcome: My money refunded TODAY!

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
The company has left an official comment on the complaint.

Furniture Row - Delivery services

My brother purchased a new mattress with an adjustable frame. He also purchased a headboard but because that is purchased from another source which is located next door it didn't count toward the...

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M

Furniture Row - Furniture not delivered

Furniture paid for in full November 17, 2020. The furniture was paid for before the sales person said the furniture would not be delivered until February 2021- In January we received a text saying it...

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Furniture Row - dk brown leather-like sofa & loveseat with 4 electric recliners & usb ports on each end

We purchased the above mentioned furniture on 2-9-2019 for $2, 477.34 & the loveseat has had a faulty USB port that they replaced. The decorative top stitching on the loveseat came unstitched & they...

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E
Oct 04, 2020

Furniture Row - Electric recliner and love seat

On May 31, 2020 we purchased an electric Navigator love seat and recliner from We paid $1, 180.77 for the electric sofa and $726.28 for the electric recliner plus tax. The love seat has a console...

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T

Furniture Row - Delivery

I purchased a bedroom set from this company on August 22nd. I spoke to the store manager Zach green. when purchasing the furniture we informed that that we were closing on the house but did not have...

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R
Dec 08, 2019

Furniture Row - couch set

My wife and I bought a couch set from furniture row a little over a year ago. About 6 months in the stitching began coming out of the couch for no reason. We spent money on a warranty that the sale...

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S

Furniture Row - carver lay flat laf and raf rec c

HELLO I recently purchased a loveseat at furniture row mansfield and was told it was a floor model and once i got it home there was cat hair galore i purchased it 09-08-19 and i have recently moved...

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A
Oct 09, 2019

Furniture Row - quality of furniture is questionable

My husband and I move often as a military family. We moved into a new home a couple years ago and decided it was time to upgrade our secondhand furniture and some of the cheaper "particle board" pieces we bought to furnish our previous rental. Furniture Row was located down the street from us, so we took a peek at their show room and purchased living room furniture last fall. The living room furniture, thus far, has held up excellently. Happy with the quality, customer service, and delivery, we decided to purchase a dining room set AND a bedroom set from FR earlier this year. Our dining table had to be replaced just a few months after purchase because the varnish was already coming off revealing the bare wood. Surprising considering we only eat at our dining table maybe twice a week and have used only water to clean it. Now, the replacement is starting to have the same issue. Two tables in less than a year, and this set was one of their higher priced options. I know people who have their dining tables for a decade before they begin to show wear. Then, last week, our expensive bed from Furniture Row, just nine months old, broke. One of the slats broke in half when I laid my 18 pound child on the bed to change her clothes. When I called the store I purchased it from, I was told that I'd have to wait for the part, which was backordered, to arrive at the store and pay a 45 dollar surcharge for delivery. Excuse me? Never again. This company sells some really shoddy pieces of furniture with premium price tags. Not to mention that it takes a month following purchase for products to be delivered, which is unheard of. Furniture companies are doing next-day deliveries; it's 2019.

Furniture Row - sale price

2 weeks prior to labor day my wife and I were in the store and they have a bike bar that had a sale price of 399.00 on it. After talking to the sales person he led us to believe it may go on sale for...

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