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.
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!
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.
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.
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.
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!
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.
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 their poor business division move. I would stay away from this company if you care anything about your score.