Furniture Row
Reviews and Complaints

Furniture Row is a scam. I submitted an online payment for their credit card and had a problem with the processing. This led me to receive a late fate that I didn't deserve. They did however reverse the late fee. Fast forward to the next month. I received a $2.00 financing charge on the late fee. I didn't realize this and paid my minimum payment. This led to another late fee. Called in and they reversed the late fee and the financing charge. Fast forward to the next month where I received another finance charge of $2.00 and another late fee. I have gone through this process for 4 consecutive months and during the last phone call they said they could not reverse the late fee because they had done so too many times. But all the late fees, and financing charges were a result of one incident that was their fault! FURNITURE ROW IS A BUNCH OF CROOKS! TAKE GREAT PRECAUTION IN PURCHASING ANYTHING FROM THEM! THEY ARE OUT TO SCREW YOU!

I bought the New Yorker sofa from the Marion, IA, store on 7/7/2007 ($677.76 total). After a few months of use, the cushions began to break down to the point that the couch was impossible to sit on comfortably. It looked years old, and I was not satisfied with the quality of the purchase. The cushions were so broken down after a few months that sitting on the couch meant sitting on the support bars under the cushions. My butt would go to sleep in minutes. After 6 months of negotiations with the store managers and an unsatisfactory cushion replacement, I was able to swap the couch with the Riley sofa on 6/20/2008, with me paying the difference between the sofa costs, and arranging my own transport of the couches ($107.06). I even offered to PAY them to deliver it, but they wouldn't have it. They just handed me a phonebook to look for UHaul. Beginning in October 2008, the cushions in the Riley couch were breaking down so that it too looks years old and is uncomfortable. More of my butt hitting the support beams! After the hassle I went through with the other couch, I was willing to live with this development. But now, the upholstery seams are ripping (on their own; no misuse on my part) on the edges of the bottom cushions and on a throw pillow. One cushion has 2 seams that have ripped apart nearly the whole length of the cushion. How crappy does a product have to be for the THROW PILLOWS to rip themselves to shreds?

When the first couch broke down within months, I wanted a refund. When that didn't seem to be a possibility, I settled for a replacement couch. Now this couch is not only breaking down, but is literally tearing to shreds from the basic, daily use of 2 adults. This is completely unacceptable.

Today I sent a request for a full refund of all money spent on defective merchandise ($677.76 +$107.06). I'm not sure if I'll hear back, and I'm sick of dealing with the local store managers. At this point, I'd like to dump the couch on the front lawn of the store.

Bottom line: Don't ever buy furniture here! Pay a little more for something else.

On the 1st., of may of 2007 I bought a reclining sofa and a queensize mattress. When I received the sofa it smelled new but after sitting oin it for a little while it became clear that the sofa was either the floor model or a used sofa. The queen size mattress I bought, the sewing is coming undone. I called them last week and iI was told someone would call me right back about my sofa and someone would call me this monday the 28th, of oct. 2008. Well, no one called back at all last week and monday has not happened yet. I sent an e-mail to the B.B.B this evening. I was told that I have a lifetime warrenty on the foam on myh sofa so i, am wanting all new foam onb my sofa. I willjust habe to wait and see what kind of excuse they come up with this time. If I get no satisfication I am going to go too one of our news channels and see together if we can do something about this. I know one thing, I will NEVER EVER buy their products again. I will also advise others to not buy their products either. Have a great day. Buttons

I am a repeat customer of Furniture Row, having purchased approximately $5000 of furniture in the last 14 months. In addition I have recommended Furniture Row for having the best "bang for the buck" to many friends and family members.

Yesterday I went into your Austin, Texas store to purchase another piece. I already new exactly what I wanted, so I immediately sat down with the salesman to complete the sale. He took my phone number and was able to pull up my information on the computer, where he could see I was a repeat customer. He then asked for a second phone number so he could put it in his computer. I told him he already had one of my numbers and did not need another one. He explained that it was "company policy"; I repeated there was no need for them to collect additional information on me. He then got his manager who said the same thing about "company policy" and the only way to avoid this was to pay in cash. (I had planed on paying with a credit card.) So I left the store without purchasing anything.

As there is a lead time of a couple of weeks on everything Furniture Row sells, the possibility of fraud is not a real issue. Therefore, Furniture Row has no valid reason to force their customers to provide additional phone numbers or other irrelevant information. The only possible reason for this is to "farm" phone numbers for telemarketers, and thus my reason for refusing to provide another phone number. (I would not have provided the first number, except that Furniture Row would need to call and let me know when my order arrived.)

It is one thing to ask for additional information from a customer but it is another issue completely, to refuse to complete a sale if the customer does not want to provide it. Should you try to make the ridicules claim that your "company policy" it is to prevent fraud, that would mean that you are treating every customer who walks through your doors as a thief. Regardless of your real or imagined reasons for this policy I will not allow myself to be treated in this manner. Should at some time in the future Furniture Row admits their "company policyv should be changed, feel free to let me know and I will consider shopping in your stores again.

We ordered our furniture at the beginning of July. We were excited to get 2 new couches and a new coffee table and end table. We were told that the furniture was out of stock so they would not be able to delivery it until mid August, which was ok with us. When the end of August rolled around we still hadn’t gotten our furniture so I finally called them to find out the status. The person on the phone told me "oh it’s just sitting in the warehouse" so I was confused why they hadn’t delivered it. They told me they would delivery it September 1st.

They day before September 1st I got a phone call from them saying what time they would come to deliver all 4 pieces. The next day they only delivered the two couches and end table. I was very upset we had not gotten the coffee table so I called and they let me know it was smashed. When I asked why they didn’t tell me this they were like "oh we don’t know why they didn’t tell you". Our end table was also damaged. It had scratches and it was cracked. They said it would take 2 weeks for the coffee table to be reordered and they could re deliver the end table the next day.

The next day they called me to tell me that the end table was damaged so they would need to reorder that which would also take 2 weeks. It has been over 2 weeks and we still do not have either of our tables and when we called them today they do not know where they are. That people at sofa mart are stupid, rude and don't take care of their furniture. Do not buy from them I am warning you now!

Also all their sales people and managers when we called to speak on the phone with them are not nice and have no idea what they are talking about and they put you on hold for an extremely long time, so if you don’t want to go over on your cell phone bill I’d recommend not calling them. Again do not buy from sofa mart unless you like to waste your money!

I bought a few things from Furniture row a few weeks back. The delivery of all these items was completely messed up and got delivered in 3 installments. A lot of inconvenience for my family and me.
Also the bed that came in was of junk quality and had to be returned.
As part of the purchase I have a table set that was to be delivered on July 25th, did not show up and got no intimation about it. Then I was told July 29th and again no intimation that it would not be delivered. Now it's July 31st and I am being given explanations that the truck comes only once a week and that they have to check if my table was on it, etc.,
Their service is ridiculous, very un professional and has caused me a lot of inconvenience.

We bought a server to the table and chairs we had purchased earlier this year. When we went to pick it up they sold it to some one else and said some one took the sign off the server (Mgr) is the one who sold it. He said he would get us another one however the store closed. We paid for the server and have the receipt and its supposed to be shipped to Des Moines or delivered to our house in Norwalk, IA . We would like to know the status/when the server will be in?

Sofa Mart and its partner Oak Express have no idea how to order and deliver what the customer wants. I received the wrong piece from Oak Express and have to wait another week for replacement. Sofa Mart is worse. They ordered and shipped a sofa I ordered a love seat. They shipped the sofa and it arrived in the wrong colour as well. Getting the right piece would take as much as 2 weeks more. I have no furniture to sit on. I requested full refund I will not do business with them... ever! The sales people were not even remotely interested in fixing this to my satisfaction.

Just recently in April 2008, is when it all started, I went to pick out a loveseat, chair & ottoman in a sage colour. Well, when it was time to deliver the item to my home, it was the wrong colour and not the right item ordered. I called the store here in Denver to make an exchange for what I ordered & this is where the Headaches began! They swore that it was not their mistake due to they were in the middle of changing warehouses, computer systems, etc... You name it they had every lame excuse in the book... Once I finally got thru listening to all the B.S. I asked for a manager, and he got it straighten out so I could exchange the whole set for another style of furniture. So I went with another choice of chair & ottoman & recliner instead of the loveseat... well this time they managed to get the chair/otto right - but when it came down to delivering the recliner, I swear this company doesn't know what the right hand is doing from the left hand... They didn't call me and tell that what I ordered was discontinued, so instead giving me a choice to pick out something else New; they gave me the Broken Down Floor Model, Which everyone & their Neighbour had sat in and to boot is was broken, in which Sofa Mart tried to put the blame on me... I told No Way, When the recliner was delivered and I saw this that day, I called the salesman, and refused it, his excuse was it is new - there is nothing wrong with it. I told him I want a refund to my account ASAP... I will be in today to see you - to get it applied to my account... This salesman was not happy at all...

** For those who want new furniture I would not reccommend shopping with this company - due to the fact that they can't get *** straight. I have tried 3 times over a period of 3 yrs with them and never failed each time something always happened. But never again... My acct is cancelled as of today 6/13/08

Store Manager was very rude when I inquried about paying my account off early.

If you pay it off early by phone you are charged a $15. service fee. How ever they did not send the statement to me in time so I could pay it off early by mail and have the payment in by the pay off date. The local store managers were extremely rude when I called to see if I could pay it at the local store. Do to the way I was treated on the phone I most likely will not purchase from Furniture Row again.

We purchased a new dining room table (Kahlua) and chairs in Nov. 07. By December the top had begun to split. They ordered us another one and we got it probably in early January. Within two weeks the top began to slit and raise on this one as well. So we returned it and got a totally different style altogether. The one we go this time has a marble table top and wooden legs. We have had it about a month now and last night noticed that two of the four legs have cracks all over them.

My recommendation is to stay FAR, FAR, AWAY from Furniture Row table, they are cheap, made in Vietnam and in Idaho's dry weather coming from a very moist environment they are not worth going through all the trouble for.