Furniture Row
reviews and complaints

I recently purchased a New Executive Desk from Furniture Row. Upon receiving it the finish was uneceptable. I took one of the drawer is to show them the poor finish job and wanted it replaced. They told me it was a de-stressed finish and that is how it came and would not do anything about it. I thought I was purchasing new and quality furniture for the price paid. . If I had wanted de-stressed furniture I would have gone to Goodwill and pay a fraction of the price. I am not satisfied with the quality of furniture from Furniture Row. They should tell customers front of the sub-quality finish they can expect. The only satisfactory resolution for this problem is for them to send someone out to re-finish the poor quality of finish and pay for it. It has dozens of pin holes in the finish. And looks very bad.

I just bought furniture that is expensive. And only had it for 2 months and it's damaged. My daughter was affected by this furniture and I called and the person tried to blame it on my family members. I was nice about trying to get the issue resolved and they do not care. I called a professional and the price is expensive to get it fixed. I just want a new set or something resolved. This was not my fault at all especially if I'm paying this much money for the furniture.

On November 18th we purchased a bed and mattress from your store in Wichita Falls Texas. Was told it would be two weeks before delivery (no problem) . Time passed with no delivery so on Dec 14th we called store was told it would be another two weeks before delivery. Then on Dec 29th we once again called the store and told it would be six to eight weeks before delivery would be made, wife then went to store and talked to the store manager who told us if we wasn't satisfied with that time frame, we could find another bed elsewhere (poor customer service) then come back and cancel that order. but he also said there was a bed located in Tulsa Ok. but made no effort to get it here. Now we are making payments on a item we don't have

Product was delivered damaged and store manager told me if they had to replace it they would bug that I had to keep the product until the new one arrives.

Maintenance / Repair supervisor was coming to check the product at my house. He never came and when I called he said make a movie and send it to me. I did and now you say you will order order the frame for this expensive furniture that I purchased. Put a new complete frame on a product that took 4 months to arrive.

Called the Toledo , Ohio store where I ordered

The product and they told me to call the Chattanooga, TN store since I relocated.

They tell me they are going to order the frame and they want me to give them the frame part number. I cannot turn the seat over due to weight.

It has now been a mi th and terrible response from this company.

They tell me I cannot return it due to it was a special order.

I tried to get the corporate managers number with no success.

Terrible service now I will call the financial institution that they use and see what happens there.

Go anywhere else but here! Bought a leather sofa at Furniture Row on Ingram Road June 2021 and bought the extended warranty. Now it has 2 tears on each cushion (I live alone, no smoking, no pets). Contacted warranty company and was told "warranty is for stains only". The sales person was completely misleading. It is evident these tears are due to poor workmanship period. I paid alot of money for this piece of crap and thought it would last at least 10 years just like the last one I had (NOT from Furniture Row). Make sure to tell your family, friends and colleagues to never purchase anything from this store. That's what I'm doing and I've also contacted the Better Business Bureau in my city.

ID [protected] follow-up:

I purchased a waterbed mattress and liner July 23, 2022. I also purchased delivery and set-up. I was told the waterbed mattress and liner would deliver 1.5 - 2 weeks. However, the sales associate wrote 2-3 weeks on the invoice. I called Tuesday, 8/23/22 (4 weeks after purchase) and was told the items would deliver Wednesday, 8/24/22. Unfortunately, the liner didn't deliver. I accepted the waterbed mattress and signed the delivery receipt only after I wrote "liner did not come / deliver" on the delivery invoice. When I called Furniture Row to ask them to credit my card for the liner, they told me I would have to come to the store with the item to receive the refund to my credit card. I reiterated that I didn't receive the liner...it was impossible to return something that didn't deliver. I told them I had the delivery receipt with my writing of "liner did not come / deliver" that I would email to them. They said that wouldn't work and they couldn't "do anything" until I came to the store and returned the item. I also paid extra for delivery and set-up. I asked specifically if they had personnel with experience setting up a waterbed. They assured me they did. However, they managed to knock my frame out of place and pulled my headboard approximately three inches from the wall. The frame was fine until they manhandled the new waterbed mattress into place. They also did not put the conditioner into the bed or burp it after filling it with water. Obviously, they did not provide the service I had paid for and in fact left me with a large mess that I am unsure how to solve short of draining the waterbed mattress and attempting to re-level my frame and change the location by myself. If I felt I was capable of performing that function, I wouldn't have paid for delivery and set-up in the first place.

UPON REVIEW, MY ENTIRE WATERBED FRAME HAS BEEN MISALLIGNED BY THE SET-UP PERSONS HIRED BY FURNITURE ROW. NOT ONLY IS THE HEADBOARD PULLED AWAY FROM THE ORIGINAL POSITION, BUT THE ENTIRE FRAME HAS ALSO BEEN PUSHED TO THE LEFT SIDE. THE PARTICLE BOARD SUPPORTS UNDERNEATH HAVE BEEN PUSHED OUT OF PLACE AND APPEAR TO BE OUT OF THE GROOVES THEY ARE SUPPOSED TO BE IN. THE BED IS NO LONGER LEVEL. THE BOTTOM SUPPORT BOARD IS LEANING OUT. IN OTHER WORDS, FURNITURE ROW DID NOT PROVIDE SET-UP.

As a long time Furniture Row client, we bought a new leather living room suit. We also purchased the extended warranty, which we paid Furniture Row for, along with the furniture. We now have a claim. Bleach has spilled on our sofa. The warranty we purchased states THINGS THAT ARE COVERED UNDER WARRANTY : BLEACH STAINS! Ironically we are being told bleach is not covered despite BLEACH being specifically stated as being covered under the warranty. Below is my correspondence with the company providing the warranty.

From: Chris Wood

Sent: Tuesday, July 12, 2022 12:17 PM

To: GWB4

Subject: RE: Furniture Claim 108917

I could swear the warranty SPECIFICALLY states it covers bleach stains if it is a single, accidental occurrence?

What Tis Plan Covers: In exchange for your purchase of this Plan, we agree to provide cleaning, and repair service through one of our authorized service technicians for the following single specifc incident, accidental occurrences: For Fabric, Leather & Vinyl: •All food & beverage stains •Cosmetics & lotion stains •Bleach Stains •Nail polish remover •Glue, tar, wax, & gum •Grease & motor oil stains •Crayons •Grass & mud stains •Burns •Inclining mechanisms •Reclining mechanisms •Human and animal bodily fuid stains

Am I missing something. Please explain why your warranty paperwork states “ Covered under this plan : Bleach Stains”… yet you tell me it is not covered when it specifies this is covered in your warranty? Sounds like you enjoy collecting money for selling your warranty but look for every way out of meeting claim obligations. We will be in touch!

Regards,

Chris P. Wood

Joebuilt Construction, LLC

[protected]

From: GWB4

Sent: Monday, July 11, 2022 4:40 PM

To: Chris Wood

Subject: Furniture Claim 108917

Chris & Brittany Thank you for attaching/uploading the information for your claim. We reviewed your claim based on your description of the damage and photos sent we see that the problems are ink and b

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Chris & Brittany

Thank you for attaching/uploading the information for your claim. We reviewed your claim based on your description of the damage and photos sent we see that the problems are ink and bleach stains from you dog on the ottoman and sofa. Unfortunately, we are unable to assist you with this issue as the protection plan is reserved for limited accidental damages and does not include ink stains or damage caused by animals on upholstered furniture. We apologize for any inconvenience.

As is stated in the protection plan:

What this Plan Does Not Cover:

•Stains/Damage caused by inks, dyes, paints, lacquers, or solvents

•Damage caused by animals, including but not limited to beaks, teeth, claws

Sincerely,

Allaway

Beware that Furniture Row will sell you insurance, collect for the policy, but yet WILL NOT stand behind what they sell you and require the third party insurer to honor the warranty. WHAT A JOKE! I plan to make sure I can get this message to as many people possible so others will not be "fooled" by Furniture Row and sold insurance that the provider and Furniture Row will not honor!

Chris Wood

[protected]

We ordered furniture back in January and spent several thousand with the Terry at Furniture Row in Huntsville, Al. He bragged on how good his customer service was. We quickly figure out this was he was just putting on a show. We understand that things are back ordered, and we have been waiting for 6 months on a few pieces to finish our set. This is not why I am writing this review. It is the worst follow-up customer service I have ever received. It seems like no one wants to take responsibility. All I ask for is for someone to keep us in the loop. It is bad when we have to call to receive bad news. Now there are saying we will not have a complete living room set until October!

Please, if anyone reads this does not buy from furniture row.

They definitely don't care once they have your money in hand!

Myself and my husband went Furniture Row in Springfield MO. We have a credit card only to be used at furniture row. We were able to pick out a set that we fell in love with. We were told by Cody that it would be available by the May. Now keep in mind we were there in early March 2022. Cody assured us he would stay in touch with us throughout this process. We live an hour away. Our two daughters both have doctors in Springfield MO. We hadn't heard anything at all. So since we were in Springfield we decided to stop by and check on things. We'll guess it was now not to be in until late July and or early August. We chose another set with being in by late April. We took a piece with us and low and behold it was damaged. We phoned Cody immediately. His suggested was to leave it in the house he would have it picked up. No he didn't. Again no contact with yet again. We just received the dresser, the 2 nights and another chest just last week. No bed they have parts of it but not all.

I HIGH UPSET WITH FURNITURE ROW AND I WILL NOT RECCOMEND THEM TO ANYONE

Our names are Charles and Loretta Miesowicz

On December 30th my husband and I purchased a sectional couch and an end table. On the day of purchase we were informed that two pieces of the sectional they would have to get from the manufacturer. So, the delivery date was scheduled for around the end of February or the beginning of March. It was not what we wanted, but we agreed. We paid in FULL for everything on December 30th, the furniture, delivery charge, and warranty.

Now today February 5th, over a month later we receive a phone call that they have to get two pieces for the sectional AND the end table from the manufacturer, so the delivery date will now be scheduled for around the end of April or beginning of May.

They would not do ANYTHING to help with the inconvenience. I PAID IN FULL. If I pay for something I expect to receive something for it.

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.

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.

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 that is basically what our first experience was. We bought furniture set, took out a loan through Synchrony Bank with the intent of improving my credit score. As far as the process there was no major issues. The delivery date kept getting set back, but we had expected that because of the pandemic. The loan was paid off within 6 months. And the furniture was finally delivered in January 2021.
Fast forward to July of 2021. We go back to Furniture Row to order the rest of the furniture that we needed. This was such a mistake:
1. First off, we walk in and there are new employees. We were greeted by one of associates, whose name we later learned is Lilliana, who let us know right away that we could get 36 months with no interest.
2.After deciding what we wanted, we sat down with Shawn. That entire process was a disaster! We had explained to him our reasoning for wanting to get a loan was to continue to build my credit, and he informed us that the only reason he got a job at Furniture Row was to also build his credit. We were completely turned off as he sounded like a convict. He showed extreme incompetence at his job when dealing with Synchrony Bank who denied me for another loan, but would not give me a clear reason as to why and we later learned was because the previous loan was paid off early.
3. When we could not be approved for the 36 months, no interest promo, we asked Lilliana why and she said it only applied to first time buyers. So then we asked why she would tell customers that right away without first finding out whether it applied to them or not.
4. The date set for our furniture delivery has been moved twice already. Once I was informed via text by Shawn that it moved to mid November. When I inquired why it has been moved 3 months later...i got an "i don't know". I receive another message a couple weeks after that from Lilliana saying that our furniture has been moved yet again to next year. I did not even bother asking why. The "I don't know" reply that they are so comfortable with is old and unsatisfactory.
5. We decide to go in person and ask why there was so much delay. We spoke with Lilliana. She said the furniture was coming from overseas and most likely the delay was due to Covid. Is Covid just the excuse for everything? The first time we bought furniture we were in the thick of the covid pandemic and the furniture still arrived within a month a half.
We are so very disappointed with how everything was handled. The customer service was absolute trash. The employees all seemed lost when confronted with questions. They did nothing to appease our concerns whatsoever. I am baffled that this is Furniture Row I am talking about. Does this company just hire anyone off the streets and throw them in front of the computer? Does this company do business with overseas banks for loans and hire overseas companies to make their furniture? We walked in to this with the confidence that we would be taken care of all the way through and with no worries whether our furniture would be cheap. At this point it might be cheap AND old by the time it reaches my house!
We have lost confidence in Furniture Row and we may never do business with them again depending on the outcome of this letter.
Williane Villarta

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.

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

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