Furniture Row Consumer Reviews

BOISE, ID -- WARNING: Do NOT buy from Furniture Row here in Boise. I went into furniture row to purchase a leather love seat. To my delight, I found the perfect couch back in the clearance section. When I talked to Ray about purchasing the couch, he said he hoped it wasn't one of the two he had already purchased. He walked back to the couch with me and it wasn't the couches he had already purchased (there were sold signs on them and they didn't have backs on them-they were already in his truck) and it wasn't what I was looking for. So once he realized what couch I was talking about, he tried to recline it and asked if it was plugged in (I had plugged it in and tried it out since he couldn't be bothered to even address me when I walked in let alone if I needed assistance).

Once he realized both sides of the recliner were working, he said he couldn't believe the price was correct. He then said he would call his boss at home and verify the price. He was gone for a moment and when he came back he never gave me an actual price, he only told me that the price was incorrect, even though the tag was labeled correctly with original price and a clearance price. When I questioned this, he said it's hard for him to keep track of the sign prices and that people move them.

When I showed him a sign that was attached to another couch (so people can't move them) he didn't say anything. So he never gave me an actual price on the couch, just saying that it should be on display in front and he's not sure how it got back there in the first place and that the signs were wrong (again, even though it was labeled correctly). He said back in the clearance section they are normally 50% off, but he never gave me a price he would sell it to me for.

When I asked if it was 100% leather, he said "oh, yes". When he went to make a call, I checked the tag and it was NOT LEATHER. What a horrible way to run a business and a complete lack of customer service!!! I walked in looking to make a purchase and instead, was talked out of making any kind of purchase. They seem more interested in selling to their employees than to the public. Do NOT buy from Furniture Row, you will only be disappointed in your experience and it will be a complete waste of your time.

DENVER, COLORADO -- I purchased a $2000 leather recliner from Furniture Row. After waiting months and months, it is finally here and they are only delivering to the front porch. You heard me right, leaving a $2000 leather recliner on the front porch of my home. IF I would like them to bring it 2 feet farther into my home, they want me to pay $130. Yes, that is the scam. Did they tell us that when we purchased the chair? No. Not even once. Furniture Row used to be a good quality company, but now is crap. Never, never again will I purchase from Furniture Row!

NORTH LITTLE ROCK, ARKANSAS -- I spent over $5,000 on a bedroom suite and it was given to me with many flaws as the pictures show. Customer service within the store is terrible every time and I have been there several times. When they delivered my furniture, the dresser had structural and water damage. They took it back and replaced it, but they would not attach the mirror. They told my husband that they see only told to drop it off.

I called to ask about this and the guy that answered stated that they should have put the mirror on, that he was going to talk to someone and call me back, but he never did. I will make sure that I avoid this store in the future and I would never recommend it to anyone!

DAYTONA BEACH, FLORIDA -- We purchased a leather sofa three years ago along with the “warranty”. The padding in one headrest has been replaced three times. One of the recliners is beginning to fail. Recently, we found worn and torn leather on the inside of one of the armrests. Just like the rest, our claim was denied because it was not a direct “puncture”. We were suggested to lie about what it looked like to have it covered? Really? What's worse, the company KNEW about the defect and that it is a manufacturer defect however, we found it one year too late so they won't fix it.

I posted a similar review on FR website under the Denali Sectional Sofa and received a response from “Jennifer” on how sorry she was, please contact her so she can fix things. When we hit reply to her email, we received a return message as undeliverable. Email address not accessible. Nice huh.

SPOKANE VALLEY, WASHINGTON -- For years Furniture Row has been promoting and selling a 5 year "Accident Protection" policy along with the buyer's furniture purchases. In 2017 I purchased a $3,000 leather sofa sectional and the salesperson recommended "accident protection policy" to cover accidental damage to the leather sectional. I filed a claim when the leather arm was damaged, tearing the leather leaving a opening in the leather to the padding, the claim was denied because the damage was NOT caused by A point-like hole caused by a single, specific incident, going all the way through the fabric or leather to the padding underneath.

This policy is administered by the Great White Bottling Company. After Googling, I found both Furniture Row and this company, other furniture companies are owned by the same family out of Denver Colorado. All reviews and there were many, were One Star reviews due to the same issue, denial of damage claims. The "Accident Protection Polices" are clearly sold through deceptive business practices. I have emailed Furniture Row several times... no reply. So I am leaving this review and submitting a complaint to the State Department Of Licensing. I would urge anyone who purchased this policy to do the same.

DENVER, COLORADO -- I am so sad to report that I was treated incredibly badly by this company. I am a single mom who never had money for nice furniture until a few years ago. I decided I wanted to by myself a nice bedroom set as a reward for a promotion and therefore could finally afford something nice. The set is nice and initially I was treated well...when I was buying something that is!

Recently I bought a town home and when I was moving found issues with the way my bed was put together. The installers had stripped the screws when putting the bed together and we could not get it apart. I called Furniture Row for help and was treated with such rudeness and disrespect I was literally stunned. Furniture really shouldn't be put together with power tools because they can be stripped. I spoke with the manager Jaime and he said they always use power tools and quote "My guys never strip the screws". He was so disrespectful and basically accused me of lying. I responded they stripped them this time which I can prove as I had not moved previously and was trying to get the bed disassembled from the install location. He refused to help and I was left with no way to get my bed out of my apartment.

I ended up buying special tools to get the stripped screws removed a few days later but had to get a mover back out there a 2nd time. I lost money on time for the delay and the 2nd trip for the movers and cannot get the bed fully re-assembled as the screws are a special type that I have not been able to find yet.

Beware of buying from this company unless you never plan to move or need assistance once they have your money!

DENVER, COLORADO -- This company was a disaster. I'll give them two stars, one for the courteous customer service representative Caroline and Ethan, and the other star is for having the beautiful lamps I wanted. They lied to me every time I called to discuss my order, they send me false tracking information twice. This was to buy them more time. When I called back, they sent me new tracking info, but the package never arrived. I called back and asked for them to reissue the lamps and refund my shipping costs. They refunded my shipping cost and sent me another tracking number that didn't work.

When I called back, Anna, took my call and said she would research it and call me back. I never heard from her. I called back and spoke to Caroline again and she blamed the issue on the warehouse. When she did call me back to tell me the lamps would go out today but it would take 10 days to receiveI lost it. I demanded my money back and let her know this was extremely poor customer service. Do NOT buy from these people. They will be nice while they give you the runaround.

CHARLOTTE, NORTH CAROLINA -- Staff is very friendly and the delivery fee is very reasonable. However, the quality of the furniture is deplorable. We purchased two bedroom sets from here and they appear to be made out of chipboard. The drawers in one of the dressers are all falling apart. The dresser does not have a center support and it is causing the center to droop without anything in the dresser.

Plus, literally half of the drawers are falling off of the rails. The side walls of the drawers appear to literally be made out of chipboard (the stuff clipboards are made out of) and the screws are falling out of the sides. One even got jammed in the slide rails and took quite a while to extricate so that we could try to repair the drawer. It's possible their other furniture is of better quality but I will never know as I will never shop there again.

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 (**) 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 (**). ** 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 **. 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 ** 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 1000 - sure 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 **. 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.

** finally called me back about 4 hours later (note that this was the only callback 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 ** 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 **. 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.

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 armchair 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 armchair, 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.