Furniture Row

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1.0 out of 5, based on 2 ratings and
12 reviews & complaints.

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Terrible customer service
Posted by on
CHARLOTTE, NORTH CAROLINA -- On 10/1, I purchased a wall unit from oak express after having the sales person check for availability. The sales person (Ryan) told me that I could take delivery of the item that Wednesday. I arranged for my wife to be home that day to wait on delivery, when it showed up the driver told her it was missing on of the audio piers. She immediately called me, and after reading the return policy(stating it is the customers responsibility to arrange and pay for pick up of returned merchandise) I told her to deny the whole order. I called the store and asked for my sales person, he was on vacation so I spoke with the manager (Jeff). Jeff told me that it should not be an issue, that another truck was coming on Friday and it would probably be on it, He said he would call me back Friday and we would arrange delivery. Friday came and went with no call, On Saturday I called the store and asked for Jeff. He told me that it was not on the truck and he would call me on the following Tuesday when it came. Tuesday came and went with no contact, I went back into the store that Wednesday night to speak with someone personally. I spoke with Jeff again, this time he told me that it would not be in until the following Friday, (this would now put the delivery 5 weeks from the initial delivery) He said he was going to email the warehouse to be 1000sure the piece was on the truck and would call me if something changed. I wasn't happy, but didn't feel like I had much of a choice. Another week goes by and Friday came and went again with no contact, Saturday morning I called and asked for Jeff, He told me that the warehouse inventory was over and the piece was definitely not at the warehouse, (I knew nothing of this being the issue) and said the piece should be on the next truck ( are you starting to see a pattern here?) He said he would call me and let me know. Jeff finally called me back about 4 hours later(note that this was the only call back I had received in this whole experience), at this point I had spent so much time thinking about the poor service and communication that I decided I was finished with Furniture row. I informed Jeff that I was coming to get my money back due to the service. When I reached the store about an hour later, I asked for Jeff, I was told he was not there. Another sales representative tried to help me After explaining to him my story and telling me I wanted my money back, he told me that there had not been a truck delivery for almost 2 weeks due to the warehouse inventory, he said the item would be on Tuesdays truck.... I once again told him I was done and wanted my money back, he offered me a $50 gift card I declined ( don't need a gift card for some place I am never shopping at again)he then returned my money. I walked away thinking about all of those "truck deliveries" that were supposed to have my item on them that apparently never existed because of an inventory at your warehouse, so now I felt that I had also been lied to just to try to keep me from asking for a refund. After this experience I will never shop with this company again and will advise all of my friends and family to do the same.
     
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At Your Service on 2011-10-30:
You did exactly as you should have done. IMHO, you waited a lot longer then you needed to. I'm sure you would agree that a lot of the problem could have been resolved with honest communication. At the very least, I don't think you would have lost respect for them and may have considered doing business with them in the future. As it stands, they've lost you for life.
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Great Prices if you can actually get the product!
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KENNEWICK, WASHINGTON -- December 1, 2010 we went to Furniture Row to purchase a couch and love seat for our new home. We purchased a large house so we planned to host Christmas parties and upcoming birthday parties in December. We specifically told the sales representative that we absolutely had to have our furniture by the 21st of December. We told him we had a few parties planned and it was important for us to have a place for my mother in law to rest on, as she is in a wheel chair and we had no other furniture. "No problem! I guarantee you will have it by the 21st at the latest!" We are happy, pay cash for the set and feel relieved that we will have seating for the 25 guests on Christmas, 18 guests the day after Christmas, and 20 guests for our granddaughters birthday. Long story short, we were on our way to pick up the set and they sold our couch to someone else. We have been told over and over that it will be two weeks, we wrote a letter to customer service prior to making a public complaint and as of nearly a week and a half we have heard nothing. Here it is February 19, 2011, over two months after we PAID CASH for our furniture and we have a love seat and no couch. I'm not the type to file a lawsuit; however, I am seriously tempted so I can get my money back and let them keep the furniture. My daughter is going out today to buy furniture and she will not be going to Furniture Row.
     
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Skye on 2011-02-19:
Have you tried asking them for a refund? Not everything requires a lawsuit.

They did not hold up their end, so you are entitled to your money back. What does your furniture purchase receipt say, regarding refunds? Or is it store credit only?
leet60 on 2011-02-19:
..."No problem! I guarantee you will have it by the 21st at the latest!"...

I never trust verbal agreements. If a merchant offers to sell me an item and does not put their "guarantees" in writing, I walk.

The breach of promised delivery date seems to be a more prevalent issue with furniture retailers these days as evidenced by the posts on this board.
cc on 2013-07-24:
I'm having the same problem, I too paid cash and was told my product was in stock I go to pic it up and they no longer have it. They told me I would have it in two weeks and they would call me wen its in and I purchased item June 28th its now July 24th and I have no product or phone call. I'm going to get a refund as well!!!
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Fabulous - ALL AROUND!
Posted by on
We purchased a couch, love seat, recliner and chaise lounge from Sofa Mart at Furniture Row. They were wonderful. The salesman introduced himself and then left us alone to browse. When we were ready - we found him and he processed our order immediately - but we didn't feel like we were being stalked the whole time.

We ordered the furniture and 2 weeks later - it was delivered. MUCH BETTER THAN OUR EXPERIENCES WITH ASHLEY FURNITURE!!!

Furniture was great, service was great, delivery time was excellent. We will NEVER shop at Ashley Furniture again, but look forward to using Furniture Row for our future needs.
     
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Terrible customer service
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NORTH LITTLE ROCK, ARKANSAS -- First let me say that I know several people that have purchased from Furniture Row for years and have been very happy with their service and products, so please keep in mind that this is in regards to the SERVICE at Furniture Row - the North Little Rock, AR, location in particular. Also, I will add that we are very happy with the furniture we purchased - we are not happy about how we received it, though.

We picked out (without help from staff, as we were virtually ignored) a set of furniture on April 17th and paid for it that same day. The salesman told us that we would be able to pick up 2/3 of our set that Monday and the other 1/3 would arrive in May - he could not specify further than "mid-May". When we asked about delivery, he said that they don't deliver. Monday rolled around, we went to pick up our furniture and were told that only the couch was available. The arm chair would arrive the next Friday and the love seat would still arrive sometime in May and that they would call us when it was available. We picked up our arm chair, and waited for a call from Sofa Mart. None were forthcoming, so we took it upon ourselves to contact them:

May 1: they told us to check back the next Friday, it would be in the next shipment
May 8: it was not in that shipment; check back the next Friday, it would be in the next shipment
May 15: (this is the mid-May point they told us to expect) they told us to check back the next Friday, it would be in the next shipment

My husband told them we would be going out of town for two weeks that Friday and that if it doesn't arrive by the next Friday, that they will need to call him and work out some sort of compensation, as they continued to shift the arrival date as they pleased. They said they would call to let us know. They never called.

Two weeks went by, we arrived back in Arkansas on June 6. We called that day, and they told us that the loveseat still had not come in. My husband asked to speak to a manager and when he demanded to know an exact date of delivery, he was told that they could not give him one because it was coming by steamship from China. When it arrived, the manager would have it delivered to us for free.

None of this would have been a problem had they told us in the first place that we would have to wait several weeks to complete our set. Instead, they were dishonest and told us that it would be in on dates that they had not confirmed, simply to get us off their back for a week. Not only that, but the salesman originally told us that they did not deliver - even though everyone else I know who has purchased from their store had their furniture delivered to them. And now all of a sudden they will be delivering our purchase to us? Disgraceful.

When I called the next day (June 7th) to ask for a refund and to return the furniture, the manager miraculously produced a solid arrival date for our loveseat (how convenient): June 18th - today. True to form, they did not call us so we called them just a few hours ago. The loveseat has arrived, but they will not be able to deliver until Tuesday because we were not placed on the delivery list. This is no surprise.

In order to be done with this company and to finally complete our living room after over two months of waiting, we are going to pick it up ourselves.

If you plan on purchasing from the North Little Rock Furniture Row, please be sure to get specifics out of your salespeople and to ask if you will need to wait for your purchases to come by steamship, of all things. Like I said, this would not have been a problem had they told us when we purchased the set what they told us when we threatened to return the set: they did not expect so many orders during those months and did not order enough to be shipped to the States to meet the need. We would have gladly waited then, because we loved the furniture that much. However, they were either dishonest or incompetent - I don't know which is worse - in not telling us the real reason; instead, just blowing us off with a "call back next week".

You can bet that we will never purchase from this company again, regardless of the location.
     
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Poor Quality
Posted by on
Rating: 1/51
MADISON, ALABAMA -- Purchased a full living room set in 2010 and asked for extended warranty. We were told by the sales representative that the extended warranty would replace the couch for any reason within 5 years. The set arrived with sharp metal sticking out of both couches. In less than a year, the cushions began to fall apart. It's only been four years and all of the cushions have come apart. I called to get my cushions replaced and was told a different story. The original sales clerk either didn't ring up the order correctly or it was changed. Now, it only covers 5 years of stains only. Basically, I ended up with a cheap set of couches. Save your money and don't shop here.
     
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Poor Business Practice
Posted by on
Rating: 1/51
Worst company to deal with. A couple of years ago I decided to open an account with Furniture Row. I received a $5500 credit line and spent $3500 that day on a complete living room set. As of today, $750 left to pay off my debt. When making a payment, I noticed they decreased my credit limit to $805. Now it looks like I max my credit card out. Knowing what that does to your credit score!!! Never late plus a good score equal there poor business division move. I would stay away from this company if you care anything about your score.
     
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Alain on 2012-06-29:
Which Furniture Row was this?
P. on 2013-01-08:
Furniture Row isn't directly responsible for your credit limit. It goes through Capital One. So be mad at them if anything.
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Identity Theft Is Ignored
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DENVER, COLORADO -- In the summer of 2008, just before my ex slapped me with divorce papers, she went out and orderd about $5000 worth of new furniture. I was still there when it was delivered, but had no idea that she'd "purchased" this with a fraudulently-established credit account at the headquarters Furniture Row stores in Denver, CO.

I moved out a few months later, and it was not until another year had passed that I started getting the bill for this furniture (it was some sort of no-financing charges for 18 months deal). I contacted the store and also their corporate offices and asked them to show my signature on something establishing this account. They couldn't, even though they admitted "someone" had done so by physically coming to their main store.

That someone was not me. Still, they are insisting that I am "responsible" for this debt as it was established when my former wife and I were still married.

I have been fighting this ever since and will, apparently, be forced to file a lawsuit against them and their finance company, HSBC, to stop them from slandering my credit as they are currently doing and to stop attempting to collect this debt from me.

Their showroom staffs' need to make sales apparently overrode their security concerns; they appear to have allowed my now-ex to sign for me or to have permitted her boyfriend to impersonate me and do so. This laxity is not my fault and I should not be harmed by it.

But I guess they'd like to drag this out into a courtroom, something I am now eager to do.
     
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At Your Service on 2012-01-18:
Mike, if what you say is true, you have nothing to worry about and really do not have to pursue this in court. There are two federal laws that protect you. You can review them at

http://www.ftc.gov/bcp/edu/pubs/consumer/credit/cre27.pdf and
http://www.ftc.gov/bcp/edu/pubs/consumer/credit/cre27.pdf

These two laws prevent anyone from harassing you for a debt you really don't owe or reporting a debt, thus damaging your credit report, for the same such merchandise.

Simply, I would put your request in writing and send it certified, signature requested mail. In your request, ask them to either send you a copy of the account and purchase with your signature on it, showing that it is your debt. Realize that if you've opened an account with your ex-wife and given permission to sign on the account, it's perfectly legitimate for her to do as she did. However, if they are unable to send you such proof of liability, then you need to tell them you are in dispute with such debt and they are to not contact you further.

At this point, they have two options, to either file in court, requiring you to legally pay the debt, or to drop said debt. If they report the debt to any of the three credit reporting agencies, they are required, by law, to communicate the debt is not being paid because you are, in fact, disputing said debt. In addition, you can then request the credit reporting agency receives nothing more than the same proof you've requested or the debt has to be removed from your credit report.

This whole process can be tedious. I'll grant you that. But it is also fair and insures that you cannot be held responsible for a purchase your ex-wife made without your consent or written permission.

Please let us know how things work out.
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Settlement Not Taken
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On, Oct 2010 called me and my saying they wanted to settle or account. We sent up payments for Oct, Nov of 2010. They wanted 1500.00. So we settled and the end of Nov. We still received payments. I called them in Jan and spoke to a manager and I said why are we still getting charged. Her respnse was that we broke the settlement. I told them how if you gave us the due dates. Which I paid on time. Her argument was that the payment was taken after the due date. I told her how if you gave us the date to make the payment. She said that the company should've not take the payment they still took 1500 from me.

She said ill honor the settlement. I still have payment notices and the don't want to honor the settlement 4 months later.
     
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momsey on 2011-05-10:
This is really not clear. What's the full name of the company? Do you owe them money? Who are you receiving payments from?
clutzycook on 2011-05-10:
Furniture Row is a group of furniture stores. I can't remember all of them, but I know one of the stores is called Denver Mattress. Anyway, how did you make the payments? Did you send them via USPS? That would account for the payments arriving after the due date. That's why I prefer electronic payments. It usually doesn't take longer than a day or two for it to get there and I don't have to worry about the mailman losing it.
pooh50 on 2011-05-10:
I made the payment through my bank, furniture row is the company (HSBC)
tnchuck100 on 2011-05-10:
Your review is pretty vague on several points. What you have posted leaves lots of room for confusion and mis-understandings.

Since you are indicating a settlement was proposed and presumably accepted I must assume the account was delinquent.

In a situation such as yours your debt is probably to HSBC, not Furniture Row. When HSBC provided the settlement the should have provided payment amounts and due dates in writing. These due dates are the date they must receive the payment on or before. If you were paying through your banks bill payment system on the date it was due it would, in fact, be late. Even an ACH payment would not arrive until the next day. And would be late. If your bank sent a paper check (and that is a possibility) it could take 3 - 7 days to get to HSBC. Your settlement contract was breached by you.

This may not help your debt but it may help you see what might have happened. Good luck.
pooh50 on 2011-05-11:
The payment was set up through electronic check, its really hard because nothing was in writting. The check was cashed on the due date. The point is that one of the supervisors honored the settlemet. I asked her to send a letter saying it was honored. During our connversation she told me that the operator should have not set up those dates for the final two payments. I told well that was not my mistake. I did breach the orignal contract, but no the settlement.
trmn8r on 2011-05-11:
If you breached the contract, and don't have the settlement in writing, you are at an extreme disadvantage. They will probably try to take everything they can from you, including penalties that are stated in the contract.
pooh50 on 2011-05-11:
Its really confusing because I've talked to two supervisors in jan and feb they both honered the settlement. I called a few days ago and the operator did not have all the info on the situation. Her manager was at a meeting so she had on the basic paperwork in front of her. There's no communication on there half with each other at hsbc
tnchuck100 on 2011-05-11:
It sounds like you tried to do everything you were supposed to do when you were supposed to do it. But, in the end, only what YOU have in writing concerning the settlement will matter to a judge if were to come to that.

Ya got to realize HSBC is the "big boy" here they can easily deny any verbal agreement and stick it to you. Which appears to be exactly what they are doing. Again, good luck.
pooh50 on 2011-05-11:
I really appreciate everybody's feedback thank you. These huge banks don't care.
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Can I have my couch please???
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GRAND RAPIDS, MICHIGAN -- We bought this sectional in November and were promised delivery by Christmas. I picked up 5 of the 6 sections a few weeks after purchasing and they stated that we'd have the final section within 2 weeks. I hadn't heard from anyone (almost Christmas) so I called. The section won't be in until mid February! If I had known this I NEVER would've bought the sectional. The sales representative didn't offer me any type of reconciliation so in return, I'll never do business with Furniture Row again. I WOULD NOT RECOMMEND PURCHASING ANY FURNITURE UNLESS YOU WALK OUT WITH IT UPON PURCHASE! VERY FRUSTRATING!
     
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Bad Quality of products
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MADISON, ALABAMA -- We bought a dinning room set from furniture row in January '09. It wasn't delivered until April '09. After 3 months, the finish on top of the table started to flake and come off. Initially I thought "stop leaving glasses on the table" because they sweat and it may be causing this issue. But after much consideration, IT IS A DINNING ROOM TABLE! It is ridiculous that you would have to use coasters on a table that was supposedly designed to withstand daily use. The quality of this table is horrible. It is now August '09 and there are several spots where the finish is coming off. after reading here that someone else had the same problem, I plan to try to reach some sort of resolution with them. But just like the other guy said, I'm not sure that I want to trade it for another one of the same model because it will probably do the same thing. I'm crossing my fingers..
     
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