54 Customer Reviews
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Review from Dee B
1 star04/19/2024
I am pleased with the item I purchased & delivery. However my shopper experience in store wasnt pleasing at all. I felt confused, unwelcomed & profiled by the salesperson assisting me. The salesperson initial interaction with myself set the tone for my experience. There wasnt any other salespeople in the area that was available so I was stuck with this individual if I going to make this necessity of a purchase. Maybe it was my hooded sweatshirt or my ungroomed appearance that resulted in some questionable actions & odd requests of myself. I considered walking out at a certain point but decided against due to additional circumstances & prioritizing the necessity of the item. So I would to thank that salesperson on giving an experience to a customer that resulted in so much humiliation, ************************** that Ive created ************** within. Ill never choose stuff over getting the ***************** that I deserve. ****** learned!Review from Robert H
1 star04/01/2024
We bought a 5 piece kitchen table from Furniture Row 8 months ago. The back of one chair cracked. I reached out to inquire about a replacement or for it to be fixed. They told me it's not covered and they stopped making it anyway. My advice is to go anywhere but a Furniture Row, because they don't stand behind their own warranty.
Furniture Row Response
04/04/2024
The customer sent me pictures. We found a chair in ****************. Will is making arrangements to get the chair to ******.Once it is here, the customer will be contacted for an exchange. He is satisfied with this solution.
*******************************
Regional Manager
Review from Kathryn Y
1 star03/26/2024
Loved the look of the San ****** dining table but about 4 months later the finish started to come off the top. I called and got a replacement under the warranty. I treated the replacement with kid gloves and kept it under a tablecloth to protect it. Still about 5 months later the finish is coming up again. I called and was told I'm out of warranty and SOL. Ridiculous. Don't buy from this company. C*** products for way too much money.Furniture Row Response
03/27/2024
This customer received a one-time replacement due to a spot that could only have been caused by a spill of something that stripped the finish. It was not a defective finish and was not covered by warranty, however we chose to go above and beyond to replace this table as a courtesy. ******** was told at that time it would be a one-time replacement.
Review from Rachel H
1 star03/18/2024
We purchase a very expensive couch and were sold on the ******* protection plan by ****** for $399. We have several dogs and a toddler and expressed concern as we have never owned a nice couch in this price point or a leather couch. We were told by ****** to not worry about dogs or any issues with children as with the protection plan everything was covered, and they would even replace the damaged section one time during the coverage period if they could not fix it. We were told ALL issues would be covered and were not given any brochure on the plan. Obviously, ****** receives commission, and we were too dumb to realize this when purchasing it and since becoming aware of it on the spot we were not able to do our own research on whether a plan is worth it or not. We would not have purchased the plan if we knew only a select small amount of damage was covered. We realized today that only damage caused by stains is covered and theres is only a small list of what is considered a covered stain. We found it out when they denied our claim immediately with this reason The ******* Stain Protection Program is for limited accidental stains from single incident, but unfortunately, does not cover leather worn out from cleaning such as color loss, fading. I was told by ****** that it does not matter and that if there is damage that is what the insurance if for. Apparently, Furniture Row trains employees that its morally and ethically okay to say whatever is needed to the customer so they can get their commission; you dont have to worry about it once theyre out the door. I could have used the $399 towards replacing the damaged piece rather than spending it on insurance that refused to cover anything. If I would have received this brochure on the coverage when I bought the couch I would have laughed and said no because of the short and limited list of what is covered. ***************** sold her morals and ethics for %30 of the sale. Way to go girl!Review from Lynette W
1 star01/24/2024
Purchased Dining table less than one year ago. The finish coat is starting to peel and there is a large bubble in one of the boards. When called today about these issues and the warranty that we purchased rep told us that scratches would be covered ** it is less than a year and to send good pics of the bubble. They passed us off to their stain company even after I said it is not a stain but rather a defect. But nonetheless I followed through and they passed us back to the store. Store is now saying water damage is not covered. There has never been anything spilled on this table and is only used occasionally. Not sure how a dining table cannot withstand a cup of water on it without bubbling. The warranty is a scam and the employees are dishonest in their sales pitch especially when it comes to the warranty. This was an expensive table but rest assured we will never spend one more red cent at this store.Review from Donna S
2 stars01/08/2024
Be sure you open up all boxes and look at your pieces before leaving the pick up area. We trusted that the sealed boxes would have our pieces and hardware complete. Coming from anout 59 miles away and being so close to Christmas, we just loaded up and headed home with our bedroom set on December 22, 2023. Some of the boxes had dents and tears in them, ( I have photos) ,but were were told by "Gator" if there was any damage when we unboxed , just to call the store. Everything was fine until we unboxed the chest of drawers. We were missing 3 drawer pulls. I took photos and immediately called the store. I was told the pulls should be in a bag in a drawer. They weren't and why would all but 3 already be connected to the drawers inside the box? Then I was told they would be ordered and should arrive in 2 or 3 weeks. I called the store today, ***, 8th to see if they were ordered and received a smart remark from whomever I was speaking to, a man, who asked me " what did we do with them". Seriously?!!! After working with ***** who was so kind and knowledgeable when we purchased the set, I was put off by this man's rudeness! I told him all I wanted to know if they had been ordered and if not, I wanted them ordered. He then said we would receive a call when they arrived. He did not say that they had been ordered.Furniture Row Response
01/10/2024
We have located the replacement handles from another store and are having them directly shipped to the customer today.Furniture Row Response
01/10/2024
We have located the replacement handles from another store and are having them directly shipped to the customer today.Review from Shari K
1 star12/18/2023
Ordered couches in September and I will not receive them until the end of January's. No compensation from the local store or corporate. Furniture was promised mid October. Terrible customer service. I have been given the run around for months. Initially told it was computer glitch. Turns out they ran out of material. I guess they are weaving it in *****. The family holiday gatherings have been ruined because there is nothing to sit on and chat unless you want to bring a lawn chair.Furniture Row Response
12/21/2023
We apologize one more for the delay on your custom ordered furniture. As per our written conversations, we did offer a discount for the delay if you'd like to continue waiting for its arrival, or the option to reselect. Both of those offers were provided prior to this complaint are still valid.Review from Gordon S
1 star12/06/2023
We purchased two tree root coffee tables from Furniture Row. Neither one came with a warning label that the stain used on the bottom of the wood could ***** out onto the flooring nor was there any protection on the bottom of the coffee table to prevent that from happening. Two months later, when we received our couches and rearranged the living room, our off-white living room carpet had a large orange stain under the table. The store, regional manager, and customer service would do nothing for us even though the regional manager said that he had seen this happen a few times before. In all the years they have been selling this table, you would think that they would put sealer or rubber under the table to prevent this from happening and, at least, offered us some compensation for our loss.Furniture Row Response
12/07/2023
"To our valued guest,
We are so sorry to hear about the issues you are having with your carpet!
After reviewing your purchase, along with the accompanying pictures and details, I hope I am able to offer some clarity regarding the stains in your carpet. Wood products of any type are safe to place on carpet, however if there is moisture in the carpet from shampooing, a spill, animal urine, etc., this can cause the tannins in the wood to ***** out and create a stain. This is similar to leaving metal on damp carpet before allowing to fully dry and leaving rust stains and is especially noticeable in lighter shades of carpet such as off-white.
The only way to avoid these stains is to let the carpet completely dry before placing any wood or metal down. Since this was caused by an outside source or environmental conditions, it would not be considered a manufacturer defect, and we wouldn't need to reach out to the factory regarding anything they are doing wrong with the production of this table.
I'm so sorry I'm not able to provide further assistance, but I hope this sheds some clarity on the cause of the stains and what the next steps would be on getting resolved."Review from Renee H
1 star11/25/2023
Not worth the time. I have 2 promotional rates going on for the same couch for some reason and they won't combine them together. I have until **** to pay this couch off but the way they are charging me is 2 payments for each promotional rate this stupid couch will be paid off early next year. Oh and they blame ******** the credit card company and they turn and say it's furniture rows issue to fix. Well I fixed them both and cut up the card. You lost my business.Review from Jeanette G
1 star11/02/2023
The first piece I purchased was online because of Covid. It came torn and broken. I returned it to choose something of higher quality which proceeded to breakdown in a matter of months. I submitted photos and was told the piece was not worth repairing and was given store credit. I chose a chair and a recliner. The recliner broke down shortly before the warranty ended. A repair person was sent to inspect the chair and determined the mechanism required replacement. I inquired every few weeks and was told that the order was replaced 3 different times but the mechanism never came. A manager finally got involved to try and bring a resolution to the situation. Numerous times the blame was put on me because I had been in possession of the chair for a year after it's warranty was up even though the claim was submitted before the warranty expired. However it was the stores responsibility to order the mechanism, arrange for repair and return. Finally a manager made a search in the warehouse and discovered 3 different mechanisms hoping one would fit the chair. NONE OF THE MECHANISMS FIT THE ******** The only conclusion is that nobody ever ordered a replacement mechanism not to mention all the circular conversations about who had the chair: me, the store, or the repairman! I requested a call from a regional manager numerous times and was finally told I am to be issued a refund as requested. I never heard from anyone at the regional level. Your communication is practically non existent, the quality of your products is substandard and your management is rude. I'm waiting on the arrival of my refund check and was told the store would be returning my chair today per the sales person. He had it completely backwards so two delivery persons were dispatched to pick up the chair that's already at your store! How inept are you people?! I don't know how you stay in business!Furniture Row Response
11/03/2023
Regarding this guest's experience, we deeply regret how things turned out. We put a lot of effort into focusing on communication with every guest and offering solutions when things happen. Some aspects, such as parts ordered from overseas vendors and third-party service contractors over the last few years, are regrettably out of our control. Even such, communication is crucial, and we pride ourselves on providing the ultimate guest experience.
We have had concerns regarding this order over the years and, unfortunately, were unable to come to an acceptable resolution without offering a complete refund of items purchased.We have addressed all perceived lack of communication with our local Furniture Row and hope to eliminate any concerns in this area moving forward.Furniture Row Response
11/03/2023
Regarding this guest's experience, we deeply regret how things turned out. We put a lot of effort into focusing on communication with every guest and offering solutions when things happen. Some aspects, such as parts ordered from overseas vendors and third-party service contractors over the last few years, are regrettably out of our control. Even such, communication is crucial, and we pride ourselves on providing the ultimate guest experience.
We have had concerns regarding this order over the years and, unfortunately, were unable to come to an acceptable resolution without offering a complete refund of items purchased.We have addressed all perceived lack of communication with our local Furniture Row and hope to eliminate any concerns in this area moving forward.
Customer Review Rating
1.26/5stars
Average of 54 Customer Reviews
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