ComplaintsforFurniture Row

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purcahsed a couch and loveseat on 10/07/2022. I purchased the protection plan as well because to my understanding the plan would cover all mishaps. They also gave me their products as a welcoming gift as you can see on the reciept i attached. I was told even if they couldn't cover the mishaps they woud replace the piece of furniture of equal value at no cost, That is the reason I purchased it because all other furniture stores I have dealt with has done so, I did everything they told to do with the products including protect the fabric with the Fabric Protectant. Last August 2023 it had been raining and my dog went out and when he came back in he jumped on the loveseat leaving a pawprint. So I took their fabric cleaner and proceeded to clean the paw print leaving the fabric all balled up and frayed. So I took the cushion back to furniture row on labor day (Sept. 4, 2023) to explain and show them what had happened and also to file a claim for the furniture protection plan. I had a employee told me to just shave the fabric to mske it smooth REALLY! They told they would file a claim and my new cushion would take 30 days to arrive. So long story short I have been calling every 30 days and they keep making up excuses to why they have not recived it, I told them I would just settle with a cushion cover. I have talked to my sales person several times to the assistqnt manager to the manger. They have not fulfilled their obligation therefore I told the manger I wanted my $124.00 for the protection plan and he refused. This has been nothing but stress causing anxiety. I was nice up until now. Now I am MAD.

  

  Business response

  04/16/2024

  We actually have her replacement cushion cover at the store now we are just waiting for them to come and pick it up. 

  *********************

  Regional Manager

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a loveseat from Furniture Row. When they delivered my loveseat and couch there was damage. An inch square of white stuffing showed up. You asked them to repair. They said the repair people would call you and they did not. This has been going for about a month. I paid ******* for *************.

  

  Business response

  04/02/2024

  The repair company are working on setting up a time with them to get out and fix.

  *********************

  Regional Manager

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start by saying that a server was deliver to my home on March 6 already damage. On May 27,2023 I purchased a leather sofa and dining room set. Even that delivery there was visual damage. February 17, 2024 I purchased a Edge Server to match the dining room set I made it clear that if the server do not match the dining room set I do not want it and want a refund. Appartently the server is darker then the dining room set. It is obvious it is a set because of the design the legs match. I really don't like it because of the color difference. As I stated the server is damage and was noted by the delivery men. On March 20 I get a voicemail about the server I called back 4 times the phone would ring and then busy. I called another number was transfer to the dining room area and no one was available so I left a message over 24 hours I get no return call . The store is located in *******, ******* *****. I have damage furniture I can not use. The door is completely damage and cannot be open for use. I spent a lot of money at this store this is unacceptable on how I am treated So the public would know by this complaint furniture is deliver damage they already got your money they do not care that your furniture was delivered damaged. I called the store using another number left a message no one called me back Then when you call the store to find out the corporate office phone number and address employees do not know was given the wrong information such as phone number and address.

  

  Business response

  04/02/2024

  I spoke with the customer on 03/29/24 and we have scheduled the exchange for this week. I told the customer that if she is not happy with the exchange, we can refund her for the server. She was happy and very thankful for this.

  *****************

  Regional Manager

   

  Customer response

  04/04/2024

  I was so frustrated with the store It was a horrible experience I had to contact BBB and Furniture Row customer service ****** and the Regional Manager who acted quickly and professionally. Because of the Regional Manager at delivery date was schedule. The store manager just ignored me.  The delivery to replace the damage Server unbelievable the replacement was also damage.  At this time I have no Server that I paid for.  Again the replacement was also damaged The Manager of the store did not apologize when he called me. I witness the phone call that the delivery man made to the manager.   The delivery men looked out for me by checking the server before bringing it into my home.  All three men apologize and removed the first server out of my house because it is damage. You can visually see the damage.  The Regional Manager apologized to me it appears he was upset also that the second server is damage.  The store manager is the reason why I had to contact BBB So now I have to wait two weeks for another replacement so far two Servers was damage 

  

  Business response

  04/05/2024

  I spoke with the customer on 03/29/24 and we have  scheduled the exchange for this week. I told the customer that if she is not happy with the exchange, we can refund her for the server. She was happy and very thankful for this.

  *****************

  Regional Manager

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a loveseat and sofa in July 2023. Both have now have damage that is out of warranty. The warranty was misrepresented...I was told it was for 5 years. In actuality the furniture was under warranty for 90 days and the fabric is warranties for 5 years (from stains).I called the store and was told I can have someone fix it for a "modest" fee. I questioned this and was told I was incorrect and lieing. The furniture is gently used...no animals are on it and children rarely sit on it.

  

  Business response

  04/03/2024

  We are going to fix the stitch issue for them but not the tear that appears to be animal damage.  She told ****** she is totally ok with that repair and will be happy.

  *********************

  Regional Manager

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a recliner, within 1 month of usage, the fabrication is not wearing correctly.I returned to the store with pictures, supporting my complaint.Three days later I received a phone call, informing me their expert needed to come to my house and evaluate my claim. I was given the option to pay a 20% restocking fee to replace the chair entirely. A week later I contacted the store, they told me the expert was behind (2 wks.), then a different *******- ***** informed me they did not know the schedule of the expert AND after talking to a corporate individual (in the store at the time), I was informed incorrectly:1. I was NO longer given the option to pay a restocking fee and have a new chair made available.2. They expert was never going to come to the house.3. The asst. ******* I spoke to was INCORRECT and I was NO longer or should have never been given the option to obtain a replacement (but she would be spoke to).4. They will not back up their workmanship nor the fabrication and instead I need to be OK with how poorly the chair is performing.Overall, they will do zero to resolve the issue and that is MY problem!Furniture Row, located in *****************, ******************

  

  Business response

  03/20/2024

  We've spoken with customer at multiple levels and explained that if there were a defect or functional problem we would be more than happy to take care of it.  Her concerns are the aesthetics of the fabric and the way it wrinkles (or to use her words "bubbles and stretching."  After months of use, it is completely normal for all recliners, sofas, etc to show minor wrinkling.  The image sent here of the back of the recliner is irrelevant as this piece is Velcro at the bottom and can be adjusted to preferences.  

  Customer response

  03/22/2024

   
  Complaint: 21428620
  
  I am rejecting this response because:
  

  Customer support- ******************** ********************  replied  to my review on Yelp- and dismissed my issue- concern, however, never contacted me directly.
  
  Sincerely,
  
  *************************

  

  Business response

  03/22/2024

  ****************** is a ***************** Coordinator.  She relays information or directs reviewers to the **************************** she does not directly make decisions.  This has been reviewed already by ************************************* and Corporate Management.  There are no defects to repair.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sectional from Furniture row in ********, **. After a few months the zippers started failing where they hold on the back cushions. Contacted the store and they said they would call back. Never did. Called again, they said they would have ****************** do a repair. They never contacted them. Called back, they gave me the contact info for ******************. They don't want to do the work, too small for them. Store now ignores me.At this point, I want furniture row to either handle the issue by replacing the sectional, or refund my money. I do not want store credit as I never plan to shop there again.

  

  Business response

  02/08/2024

  We contacted ***************** the day after his complaint.  Since scheduling by a third party contractor is done between that contractor and the customer directly, we were not aware there was a scheduling issue until we were told.  Customer has been assured he is still under warranty and this will be repaired.  Additionally we reached out by phone but his voicemail was full so an email was sent asking him to contact his local store for additional options but he has not done so as of this writing.

  Customer response

  02/08/2024

   
  Complaint: 21249878
  
  I am rejecting this response because:  They called me, was informed I needed to talk to "*****".  ***** was leaving shortly afterwards and will be gone until Saturday.  Further, I did reach out to the store after ****************** said they didn't want the work.  So, while I will play ball...  this likely isn't going to work.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/16/2024

  Customer was provided an exchange, we consider this matter resolved.

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 09/03/2023 I ordered and paid in full for several items of furniture to be delivered to my home mid to late October. At the end of October I was contacted by Furniture Row that all but one item was ready to be delivered and that that one item (a king sized bed head board) had been damaged (an entire shipment) and would not be available until mid December. They would deliver the rest of the furniture and a temporary king size bed frame on 11/07/2023 and refund the delivery fee. When they made the delivery, another bed was so badly damaged that it could not be used and a dinning table top was scratched. After much negotiation, they offered a temporary bed that day and to replace the bed and table top ASAP with a $250 refund. Those items were delivered 12/06/2023. By the end of December I had heard nothing about the king size bed and started calling the store. I could get no information and several times requested management call backs and never received them. On 01/26/2024 I was called that the bed was in and would be delivered 02/02/2024. On 02/01/2024 I was called and told the delivery would be between 1:00 & 4:00 PM. I called the store and informed them that no one would be home since my wife would be picking children up from school and I would be at work. I was told they would have to cancel the delivery. I advised that was not an acceptable solution and they needed to figure out how to get the bed delivered in the morning. I requested a call from upper management and was told that was not possible. I need my furniture delivered and believe some kind of financial compensation would also be in order.

  

  Business response

  02/05/2024

  This product was delivered today, and I authorized a refund of full delivery charge.
  thanks,
  
  *****************
  Regional Manager
  Furniture Row
  

  Customer response

  02/05/2024

   
  Complaint: 21236410
  
  I am rejecting this response because: As stated in the initial complaint, the delivery charge had already been refunded. During delivery, floors and walls were scratched and the temporary frame was left behind. I have asked for direct contact from upper management and have not received that yet. I can be contacted at ************.
  
  Sincerely,
  
  *******************

  

  Business response

  02/17/2024

  This complaint centers around our sister company, Furniture Row, and their bed set, tabletop and delivery process.  I'm requesting that *********************** be removed from this complaint since there are no mattress issues with **************.  His mattress set was delivered in October of ****************************************************** service noted since that date. ***************** from Furniture Row has responded to this complaint already assuming control and responsibility for this issue.

  Best regards,

  *******************

  Regional ******** ***********************

  

  Business response

  02/28/2024

  This product was delivered today, and I authorized a refund of full delivery charge.
  thanks,
  This was done on 2/2/2024
  *****************
  Regional Manager
  Furniture Row
  

  Customer response

  02/28/2024

   
  Complaint: 21236410
  
  I am rejecting this response because:

  The solution being offered was already offered and executed as stated in the original complaint. As stated before, I would like a phone call from someone that can explain why I had to pay up front for merchandise that they did not possess. When the 2nd promised delivery date passed, why was I not notified of any issues with my order that would take an additional 6 weeks for delivery. Why when I called the store to see what was going on I could not get information and management would not return calls. At this point, it appears to me that Furniture Row only cares about securing customer's money and nothing else.
  
  Sincerely,
  
  *******************

  

  Business response

  03/19/2024

  Spoke with customer today, the initial delay was due to a manufacturing delay, there are no excuses for the lack of communication from the store but I will address this! 
  Refunding the customer an additional $500 for the inconvenience he incurred to be processed today.
  Thank you,
  *****************
  Regional Manager 

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023, we purchased and ordered a sofa and 2 leather recliners, in *************, **. Since they were not going to arrive before our move date, we had the new furniture shipped to the *****, ** store. We took possession upon delivery July approximately the 11th. Around Christmas, we started noticing the following, (1) discoloration of the leather, (2) lack of lumbar support (main reason for the purchase of these 2 chairs) (3) lack of stability i n back of chair. Contacted ***** store, they refused to assist, and told us to contact ************* store. Upon contacting ************* store they requested pictures of the chairs, which we sent . Initially they said that the damage was our fault, due to us not using their brand of leather cleaner. Other results were, (1) refluff the the padding , (2) sent us a video showing that a pushback recliner was supposed to have a loose, wobbly back, (we have a 20+ year old recliner that has stable back) Resolution after phone call, the store agreed to replace the chairs for a fee of $285, unsure if this was each or for both. We feel that having to pay for them to correct their problem is unfair.Sincerely,*******************

  

  Business response

  01/31/2024

  We offered a full exchange and all the customer would have to pay is the delivery fee which is normal since the first delivery was satisfactory and this is months down the road and delivery is a service. They, of course, can bring the recliners back and pick up the new ones free of charge if theyd like. 

  *********************

  Regional Manager

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought going through Furniture row rather tha American Furniture was an upgrade. However we spent a lot of money on a sectional that was very poor quality. We also spent money o. What we thought was a warranty, but was told it didnt cover basically anything! Less than two years later the cushions are flat and the electronics dont work. We called trying to get help but there was nothing that would help. This is a **** dollar purchase which we still owe ****ish. We are sitting on wood. The costumer service is also very bad. No personal understanding. Just reading from a screen. I will NEVER Buy furniture from them again. What is the purpose of buying a warranty if it doesnt cover anything?

  

  Business response

  01/16/2024

  Will, our Store Manager at 202, reached out to ******* He is out of warranty for his set. However, **** placed a parts order yesterday for a new motor and switch for his furniture. I apologize that there may have been confusion on the protection plan. The protection plan covers accidents such as food and beverage stains. What is covered and not covered is outlined in the brochure given at time of purchase and on the website. The website is on all of the cleaner bottles as well. ****** will be contacted when his parts arrive. 

  *******************************

  Regional Manager

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a custom Sectional in August of 2023. We were told a maximum of 6 weeks for the sectional to be completed and delivered to the store for shipping to our home. Its been over five months. I keep getting the run around about the fabric being discontinued, having to find the fabric to make the couch,etc. all the while no communication on their end. I personally had to call to even get that information. Granted, I have been calling every month after the six week time period for a status update and this information wasnt even provided until month four. Previously I was just told next month every month. This is absolutely ridiculous. I have to this day not been provided with a specific date or time Period my couch will arrive. Have not been given the option for cancellation or any other type of discount to make me feel like Im being heard or even appreciate for spending almost ***** on furniture at this store. Never again. I will never recommended this place to anyone. **************** and follow through is terrible. This business should be ashamed of the way they operate!

  

  Business response

  01/12/2024

  We have communicated with the customer and her ******************** is expected to arrive next week.  We are holding the soonest possible delivery slot for her and compensating her for the delay.  

  *****************************

  Regional Manager

  Customer response

  01/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩