Furniture Row Complaint - Terrible customer service
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.