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1.9 73 Reviews

Furniture Row Complaints Summary

16 Resolved
57 Unresolved
Our verdict: When using services from Furniture Row with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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1:42 pm EDT
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Furniture Row Chair

We bought this recliner from Furniture Row 2-3 yrs. ago. We were told this was durable leather. I believe we pay around $600.00 for this chair & now I can't even have people over to sit in it because it looks horrible. I wasn't told or even aware that peeling would happen because it is really fake leather. Now what do we do with this chair? We looked all over town for a reliable chair & was told by the salesman that this was a good chair. We were planning on buying a bedroom set from Furniture Row but now I really don't think we can trust this store. I want this fixed somehow. We take extreme care of our furniture but this was unavoidable. If this isn't fixed, we will not return to this store.

Desired outcome: Either replace chair or offer money back.

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12:43 pm EDT

Furniture Row Ordered couches, dinette set

Ordered on May 8, 2021 with a delivery date to house on June 15, 2021 NOW store says NOT till August 2021 not ACCEPTABLE. Took our money with NO furniture in hand to date. Invoice number 88-[protected]

Desired outcome: WANT FURNITURE ON FLOOR

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3:32 pm EDT
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Furniture Row Furniture Row Springfield, Mo.

After looking at all the furniture stores in Springfield we found a loveseat at furniture row that we liked, we ordered it and paid for it in full and we were told it would take 2 months to get it, when we got out to our car we saw a big flashing sign that said free delivery, we looked at our invoice and saw that we were charged $150.00 for delivery, we called the store and were told that the charge was for them to take it out of the box and plug it in (we were told none of this when we ordered it) we said that we would take it out of the box and plug it in ourselves, they said that they would refund our setup charge when our love seat came in and that it would be here the middle of May. We heard no more from them and called on May 22 to see where our loveseat was and we were told that it now was going to be the end of June, we now knew that we were dealing with people that could be trusted so we told them to cancel our order and they said it would take 10 days to get our money back. We paid in full on the day we ordered, they have been using our money for 2 months and now they intend to use our money for 10 more days. DO NOT TRUST THESE PEOPLE!

Desired outcome: My money refunded TODAY!

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C
10:43 pm EDT
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Furniture Row Delivery services

My brother purchased a new mattress with an adjustable frame. He also purchased a headboard but because that is purchased from another source which is located next door it didn't count toward the purchase. Promotion was get 100.00 for every thousand sold. So for spending over 3000.00, he only received 200.00. My other concern was delivery which is very upsetting. My brother is 74 years. His health is not at 100%. During the delivery the headboard was placed behind the bed and wasn't attached to the bed. After calling in I was told that because the bolts/screws were too short, they couldn't attach it but my brother can attach it if he gets longs bolts. There is absolutely no way he nor I can do that ourselves. "Complete setup" in my opinion is the customer does NOT have to do anything after the delivery is made. It doesn't matter if the customer is 74 years old or 20 years old. This service is included in the price. To top that off, no further info was provided. He was supposed to guess what was next. I will close with saying ALL of your employees in the store were awesome. Delivery team was too much in a rush and leaving the site incomplete is not acceptable.

Desired outcome: I would expect the 100.00 be given to him for spending 3000.00 along with some type of compensation for the delivery issues.

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1:15 am EDT
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Furniture Row Stools

Bought 4 stools from Furniture Row. They have been arriving here and there since early January. Presently, I am holding three of the four stools with one defective. I am told the replacements will come in June. They haven't even sent the 4th stool that I paid for and are calling it a replacement. Service is HORRIBLE!

Desired outcome: I want my paid for items . I want Customer Service to know what is going on with my order.

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11:29 am EST

Furniture Row Furniture not delivered

Furniture paid for in full November 17, 2020. The furniture was paid for before the sales person said the furniture would not be delivered until February 2021- In January we received a text saying it would be another 4 weeks until the order would be delivered. It is February 11, 2021, We are calling the Furniture Row Ikea Blvd Charlotte NC no answer. I called the headquarters in Denver CO. She gave me a Keith Gallagher phone no. (no answer). The headquarters called while I was holding. She could not get an answer. This morning my husband went to the store. This is the first written complaint about Furniture Row Ikea Blvd in Charlotte, NC

Desired outcome: Refund

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10:44 pm EST

Furniture Row dk brown leather-like sofa & loveseat with 4 electric recliners & usb ports on each end

We purchased the above mentioned furniture on 2-9-2019 for $2, 477.34 & the loveseat has had a faulty USB port that they replaced. The decorative top stitching on the loveseat came unstitched & they wouldn't make it good because it was March 2020 & year was up so I attempted to repair that. I explained the salesman told us if we purchased the All Away 5 yr warranty it would cover all kinds of issues including the padding if it broke down. Mgr said the man was no longer there & didn't know what we were told.
Now there is a tear just above the console on loveseat. Mgr told us today nothing they could do. The loveseat on left is so broken down it feels as if you are falling in a hole. The right side padding is broken down.
We have purchased 2 end tables, coffee table, microfiber recliner, 2 electric microfiber loveseats, 2 king mattresses, & adjustable frame. We have recommended our immediate families purchase 2 king mattress sets, 4 queen mattress sets, twin bunk beds with mattress sets & chest of drawers. We will never make a purchase with their stores again & will not recommend them again. We have 3 older recliners from different stores that look new compared to this 2 yr old set. I told mgr today this was our last purchase from their stores. He said absolutely nothing.
This is the worst product & customer service we have ever experienced.

Desired outcome: Replace the 2 pieces with something comparable

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3:54 pm EDT
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Furniture Row Electric recliner and love seat

On May 31, 2020 we purchased an electric Navigator love seat and recliner from

We paid $1, 180.77 for the electric sofa and $726.28 for the electric recliner plus tax.

The love seat has a console which flips down between the sections of the love seat. Approximately 3 weeks after we received furniture, we were looking at the love seat with the console down and both sides of the love seat were leaning away from the console.

We called furniture Rowe and spoke with the manager of the store, Robert Rodriguez. He was the one who sold us the furniture and explained the problems we were having regarding the furniture. He told us that he would send the furniture tech out to see what the problem was. We waited a week and the tech never called to schedule an appointment, so I called the store back and spoke with Josh, the furniture tech man.

He scheduled an appointment with us and came to the house and looked at the love seat. He flipped the love seat forward onto the floor, and said the delivery guy didn't set the motorized part of of it up correctly. So he made some adjustments and set the love seat upright and back on the floor and it "appeared" to be corrected. A few days later, both sides of the love seat started leaning again when the console was down.

I extended the love seat out to look underneath it, to see if I could see what the problem was. There were large "zip ties" across the entire extension bar that runs the entire length of the love seat. I looked under the recliner and there are "zip ties" on the metal extension bar itself as well.

We had also purchased 2 electric beds with mattresses the same day. So there was a lot of paper work given to us that day. I found the furniture sales receipt, but no paper work regarding the sofa and chair as to what brand of furniture it was, instructions or warranty.

The next day I called the store and spoke to Mr. Rodriguez and asked him what brand of furniture this was and after a few minutes he said it was Furniture Row's brand of furniture. He told me that it has a 1 year factory warranty only, but he would make sure I was happy with the furniture and would have his tech Josh take care of any problems I had with the furniture.

Approximately, 10 days ago, I called the store again and spoke to Josh and told him that now little pieces of microfiber were coming off of the furniture, exposing the threads underneath it. I told him this was not quality furniture and that I am requesting a full refund of approximately $2, 000.00. He asked me to take a picture of the furniture / problems and sent it to him which I did. There are only 2 of us using this furniture and not on a regular basis.

I was given Mr. Rodriguez and Josh their personal phone numbers and have sent texts, pictures to both of them for their review.

The last text I sent to Mr. Rodriguez, I said I would give him his commission, as well as pay for delivery of the furniture back to the store. He has done all he can for me within the parameters of his job. This is now a corporate problem.

I am formally requesting a full refund of the price we paid for this furniture, this is NOT quality furniture, especially for $2, 000.00.

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5:33 pm EDT

Furniture Row Delivery

I purchased a bedroom set from this company on August 22nd. I spoke to the store manager Zach green. when purchasing the furniture we informed that that we were closing on the house but did not have a closing date if they could hold the furniture until we got a closing date to be delivered. He agreed. So I call to I called back to give him the date and he wasn't there but the young lady I spoke to informed me that we were set up for pickup not delivery. We live a hour away period Zach told us it would not be a problem having our furniture delivered just to call them a week ahead of time to give them a date. the young lady also stated to me that Zach will be there at 2:00 and for me to call him back. I called back at 2:00 someone told me he wasn't working today period so I asked to speak to a manager and they tell me that the manager is conducting an interview. so I asked to speak to another supervisor and then they proceed to tell me to hold on the manager was done with the interview period they kept me on hold for 20 minutes come back to the phone and says the manager left and he'll be back in 30 minutes period so I called back an hour later they tell me the manager is gone for the day so I asked to speak to another supervisor period and they tell me that supervisor won't be available for another 30 minutes. So at this point I'm pissed I want my money back I do not want your furniture. this place have been giving me the runarounds all day and I still have not spoken to a manager. I did report the problem to the better business bureau and I filed a complaint with the complaint line and still haven't heard from anyone.

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10:29 am EST

Furniture Row couch set

My wife and I bought a couch set from furniture row a little over a year ago. About 6 months in the stitching began coming out of the couch for no reason. We spent money on a warranty that the sales man said would be a great idea to have. We contacted the store about fixing it and we are now sitting here six months later and the couch isn't fixed. What's the point of the warranty? This is ridiculous we keep getting the run around from the repair guy and we even went to the store where someone said they'd call us back and sure enough no one has. I ask that furniture row give us our money spent on the warranty back or replace the couch. The costumer service has been terrible and fake. We wouldn't have spent this much money if we knew this would have happened and would have went elsewhere for our furniture needs.

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5:21 pm EDT

Furniture Row carver lay flat laf and raf rec c

HELLO
I recently purchased a loveseat at furniture row mansfield and was told it was a floor model and once i got it home there was cat hair galore i purchased it 09-08-19 and i have recently moved in house been busy with that and have cleaned it 7-8 time with compressed air and wiped it clean and still cat hair also when cleaning a can of SKOAL came out while blowing it out ! THAT IS NOT A FLOOR MODEL! It had a small tear in one of the cushions the they told me about a warranty that covers that.Well i think they have warrantied this couch and then set it out as a floor model and double dipping on the money and someone is benefiting from this? I asked for a refund and was told you bought a floor model and there is no refunds on that ... well i bought a floor model not a home use model! Is there anything you can do to help with this situation? I hope there is no diseases that comes with it thats why it has never been in the house could you please help in getting a refund?. The invoice # is 54-[protected] THANK YOU Steve Grayson email is [protected]@gmail.com

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8:25 am EDT

Furniture Row quality of furniture is questionable

My husband and I move often as a military family. We moved into a new home a couple years ago and decided it was time to upgrade our secondhand furniture and some of the cheaper "particle board" pieces we bought to furnish our previous rental. Furniture Row was located down the street from us, so we took a peek at their show room and purchased living room furniture last fall. The living room furniture, thus far, has held up excellently. Happy with the quality, customer service, and delivery, we decided to purchase a dining room set AND a bedroom set from FR earlier this year. Our dining table had to be replaced just a few months after purchase because the varnish was already coming off revealing the bare wood. Surprising considering we only eat at our dining table maybe twice a week and have used only water to clean it. Now, the replacement is starting to have the same issue. Two tables in less than a year, and this set was one of their higher priced options. I know people who have their dining tables for a decade before they begin to show wear. Then, last week, our expensive bed from Furniture Row, just nine months old, broke. One of the slats broke in half when I laid my 18 pound child on the bed to change her clothes. When I called the store I purchased it from, I was told that I'd have to wait for the part, which was backordered, to arrive at the store and pay a 45 dollar surcharge for delivery. Excuse me? Never again. This company sells some really shoddy pieces of furniture with premium price tags. Not to mention that it takes a month following purchase for products to be delivered, which is unheard of. Furniture companies are doing next-day deliveries; it's 2019.

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2:01 pm EDT

Furniture Row sale price

2 weeks prior to labor day my wife and I were in the store and they have a bike bar that had a sale price of 399.00 on it. After talking to the sales person he led us to believe it may go on sale for labor day. Almost 2 weeks later just prior to labor day we went in and the price went up by 100.00 dollars and they were now offering 5% off which made the item now 474.00 dollars and they would not honor the old price claiming it was due to tariffs. To the best of my knowledge India has not imposed tariffs on us or us on them. Anyway then came labor day weekend and now they don't even offer the 5% discount any longer. I would still like to purchase the item and intended to buy a Atwater 48 "cabinet they have in store also but it seems they are not interested in my business. Is there anything that can be done? I have purchased quite a few items totaling much more in the past and received discounts then.

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12:50 pm EDT

Furniture Row Three different couches. All had something wrong with them

I received three different couches since June from the furniture row in St. George Utah the managers have lied. I know that they've received a third Couch for the return they have not contacted progressive leasing like they said I've asked them and communicated with them three different times since they picked up the couch and Proggresive has not received the invoice for the return the three different couches that they have sent me without inspecting before they have brought them to my home have been horrible! staples down the backside cushions miss shaped hooks not there to hook the sectional together if I could have a phone call back I would really appreciate it [protected] my name is Shannon. And the lady's name is Michaela in the St. George store that has lied to me and repeated To lied to me to get these issues resolved. I was on the phone with Progressive this morning this is September 2 at the same time I was on another phone with furniture out in St. George she was telling me that she had already sent the invoice which I was on the phone and the lady on the progress of side saying they have not received anything then I asked to talk to the manager Brian which he says that he's watching her send the second one which progressive haven't already received the first one so they are blatantly lying and covering up their lies

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9:32 pm EDT

Furniture Row furniture row delivery

This is a horrible and dishonest company. While delivering furniture to one of my neighbors the delivery men knocked down my mailbox and destroyed my front yard trying to back out to the main road. The driver did not stop to inform us of what had just occurred he just drove away as if nothing happened. If my husband had not seen the truck leaving or our security camera caught footage of the incident we would have had no idea what happened. August 1, 2019

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7:57 pm EDT
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Furniture Row delivery drivers

This past Thursday, 6/13/19, I arrived home from working my PT job. I am disabled after having 20 surgeries on my cervical spine, thoracic & lumbar spine, ankle and Knees. Needless to say, I'm in pain always, but I am in extreme pain when I get off work! When getting off work, I always pull into the handicap parking spot - but not this day ...why? Because your delivery driver, and there were two delivery trucks, blocked my handicap parking spot again!

This is the second time in the past four years since moving to my condo that your drivers have blocked me out of my handicap spot. I am in too much pain to run around and try to figure out which building and which condo they are delivering & setting up furniture! When this happened last year, fortunately the guys came back to u load more furniture. So they moved the truck as I asked them to.

I told the delivery drivers last year when they blocked my handicap parking spot that if their trucks ever blocked my handicap parking spot again, that I would report them.

I am located off Opal Street in the Miramonte Ranch condos behind King Soopers in Broomfield, CO.

Please teach your delivery drivers that handicap people use the spots so we don't have to walk as far. I am always in pain and use the handicap parking spot every day. Tell your drivers that just because the spot is clear at the moment, while they're in setting up furniture, somebody just like me and just like what happened to me two days ago on Thursday, 6/13/19, I wasn't able to use my handicap privilege and had to park quite a bit farther away due at this the I co side rate drivers you hire.

I promise you that this WILL be posted on Facebook, Twitter, Instagram and it will end up on the Fox 31 Investigative Reporter show on Fox 31 News on television if your delivery drivers block a single handicap parking spot one more time! This is a fact and I tell your drivers that this is serious and inconsiderate not to mention rude! I will call the police the next time...and Fox 31 Investigative Reporter.

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9:40 pm EDT

Furniture Row sectional reclining sofa

I purchased over $6000 worth of furniture from the Lone Tree location in Colorado to be delivered to my new home in Argyle, TX. I thought I was making a wise decision buying from what I thought was a reputable organization. It took almost two months after the original scheduled delivery date to receive out full order. Although we did have to cancel one piece due to damage. The local store did what they could to correct the problems, but ultimately I had to work with the Director of Customer Care, a lady by the named Angie. Their screw up were so bad that they even refunded us a substantial portion of our bill. It didn't make up for their errors, but at least it was a small token on their part.

Well...two months in and the sofa is falling apart and where is Furniture Row? Nowhere to be found. I have called twice and left messages and have even left a verbal complaint with a gentleman on the customer care team that was supposed to personally deliver it to Angie. Clearly that hasn't happened. The stitching on the sofa is coming out for crying out loud. The reclining backs won't return to their home position anymore. This couch cost me $3200! In my opinion both their products and their service are sub-par and I am making it my mission to let everyone know. Thanks for letting me down again Furniture Row!

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1:37 pm EDT

Furniture Row delivery & bed frame put together

I ordered two full size beds from Furniture Row Marion, IA. They called scheduled delivery, Porter Moving delivered & put beds together. The beds were not put together correctly & I had to provide tools. I called Marion, IA Furniture Row & spike to manager & was told that following Wednesday he'd be here around 3, so I left work early & no call & no show. It has been a week & nothing still has been done or a phone call.

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Update by Teri J Sterk
Mar 24, 2018 1:39 pm EDT

However, I was credited delivery fee. Now being a week from when I got them & they haven’t been used I want something else for purchasing something I can’t use or will not use until fixed.

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4:49 pm EST

Furniture Row [protected]

January 25th, on Saturday I bought the bed, and told me to pick up on Monday was not properly, not a pickup OK stuff free delivery was supposed to give a decided set up only a fraction went over things not DAO so I called again and asked to wait, but there was no contact line I'm sorry to say a ton of unfriendly loose even without going to sleep waiting for things we have said to the children sleeping in the room the floor did not write the body had only been waiting for the staff was unfriendly and every time you call young staff at the phone while ignoring any logistic support for baths made up furniture If the end is the end of the arm is liable to

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10:20 pm EST
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Furniture Row living room set/ poor quality and service

I purchased over $2000 worth of furniture which took 2 months to get the complete 4 piece set due to the constant damage of our furniture from delivery. It got to the point where pices were having to be reordered so many times that the associate said they will just knock a little money off because they can't get it right at the warehouse. I didn't want a discount, that's not why you by new furniture to have it be damaged. If I wanted a bargain I would have went to a rummage sale. It is now one month later and all of the cushions are completely deflated and lumpy. The furniture is so uncomfortable. This is not what I expect after 30 days. I would love to return the furniture and get a refund. Was told that was not a option! Also told when purchasing, when I specifically asked about how the furniture holds up that it's great...which is a lie. All I want is my money back and take your furniture!

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