ComplaintsforFurniture Row

Furniture Stores

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Initial Complaint
12/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a couch, around the above price, less than a year later, started going bad, they took to repair, still didn't fix it, I refused,I go weeks without a place to sit in my home, except a floor.i expect a refund or another sofa without disruption
Business response
12/26/2023
"Regarding our valued guest, *********************,

We were alerted in September 2023 about an issue with squeaking from ******'s purchase in May of 2022.

******'s one-year manufacturer's warranty was no longer in effect regarding defects, but nonetheless, we offered to send a service technician to evaluate the product and assist in locating the sound. Many products are allowed a certain level of sound to be heard when operating, and these expected sounds would not be considered a defect.

Our service technician evaluated the product and attempted to help with some of the sounds the product was making while being operated. When ****** informed us the concern was not resolved, we offered ****** a courtesy replacement set, which she received in early November of 2023.

****** reached out to us again during the third week of December 2023 to let us know the replacement item was having a similar concern. We again offered to send our service technician to evaluate and locate the concern, but we were denied this attempt.

Since this item is not under warranty, and we were not allowed to evaluate the concern, we regret we are unable to provide further assistance."
***********************
Regional Manager
Customer response
12/26/2023

Complaint: 21051321

I am rejecting this response because:
Go ahead and send a tech ,but if they need to take it away, I need something to sit on in that time, I have no other furniture nor can I afford to go buy something.
Sincerely,

*********************
Business response
01/09/2024
"Pertaining to our valued guest, *********************,

We will reach out again to offer a courtesy evaluation from a third-party service technician, at no cost, to help identify and attempt to alleviate any sound concerns while on site. Because of the nature of motion, reclining pieces, there is a reasonable range of sound which would be considered acceptable in furniture, and ************** will only be able to assist within that scope.

Unfortunately, due to this purchase already being exchanged once as a courtesy while outside of the manufacturer's warranty, we would not be able to offer further assistance beyond this evaluation.

We hope this helps resolve any concerns and the product can still be enjoyed."
***********************
Regional Manager
Initial Complaint
11/04/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been using Furniture Row-The Showroom, for over a year now. I bought a chair from them in December I believe and its been great. Recently, the chair leg messed up and we contacted them for repair since they have a one year warranty on the chair. This includes repair, and was told at the time of first contact about repair, replacement if needed. They picked up the chair for repair in August and have had it ever since. My partner and I have called for several weeks, asking for an update, estimate on when it would be delivered, anything. Weve received nothing, only that the manager would call us back. Which we have no received, only after calling back several times, finally hearing from a manager. The chair was finally scheduled to come back on November 4th. This was scheduled on the weekend of October 21st. It is now November 4th and I have not received any communication about the chair. I called this morning and an employee told me someone was supposed to call me, but that the chair was not repaired and did not have any information on when the chair would be fixed and scheduled for delivery. I was told there would be a message left for the manager. An hour later, the same employee (not the manager) called to tell me they can fix the chair this next week and it SHOULD be delivered. I asked if a replacement would be an option since I was told this was a part of the warranty and is possible. The employee told me that now, since its been too long (the business has had the chair for three months now while the warranty was good) and the chair is no longer able to be replaced. The business has no management, no communication with customers, and is frankly, proving to be a scam. All I ask is that I get the chair back, repaired or not, and take it to a different business to repair it and that I receive a credit for the amount paid in repair. Or that they trust the agreement and REPAIR OR REPLACE the chair.
Customer response
11/11/2023
The chair was scheduled to be dropped off tonight. I received a text yesterday asking to confirm this. I confirmed. No chair has shown up.
Customer response
11/11/2023
The chair was scheduled to be dropped off tonight. I received a text yesterday asking to confirm this. I confirmed. No chair has shown up.
Business response
11/15/2023
I spoke with *************************, It was great to reach out. Sounds like the store could have done a better job with communication, I explained that I wanted to earn their business, and keep the relationship good. They were happy that they are scheduled for a Friday delivery, and I offered a $100 compensation for their time. They said that wasnt necessary,but I insisted and ******* said they will keep my phone number, for future purchases.
*****************************
Regional Manager

Customer response
11/17/2023
I received a $100 credit from the business, after speaking to ******* about the complaint. He was very kind and I appreciate the assistance with this matter. I received the chair today, 11/17, and it is fully repaired. I'm satisfied with the business's response and would like to close the case. I did not mean to reject their response when I saw it. That was an error on my end.
Business response
11/27/2023
Chair was delivered on Friday 11/17. Customer is happy and sale is final.
Business response
11/27/2023
This has been answered for both complaints. The last was just this morning
Initial Complaint
11/02/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A ***************** was purchased at Furniture Row, we pd for **************** however the delivery team did not attach the headboard to the bed frame. No one told us that they would not attach the headboard because it was purchased at ***************** which is part of FR ) and delivered earlier in the day. The woman who sold this headboard to my husband knew about the Denver ******** purchase because she told him the original frame, he wanted would not wk with the headboard, but they still took our money for a set up that they knew would not be completed and to make matters worse the headboard was not compatible with the second bedframe so I'm not sure why no one picked up on that. This furniture was purchased for my mother-in-law who was moving to a memory care facility which was already stressful and this just made matters worse. I feel like we were duped into paying a setup fee and I want a refund of that charge.
Business response
11/02/2023
I spoke with ****. She has been refunded the portion of delivery for the headboard on invoice ****** in the amount of $7.31. We apologized for the miscommunication and have advised managers to have the delivery team let us know when they run into a conflict like this in the future.
Regional Manager
*******************************
Initial Complaint
09/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The ******* sofa protection insurance is a scam! I went through the hassle of filing a claim due to a stain, and they are terrible. First they sent a machine to clean it myself that didn't even have all necessary tube to work! The machine was disgusting and filled with hair from presumably the person who used it before. Without the necessary hose, the plastic junk was simply plastic junk. Then they sent out a ***************************** crew who were unable to remove the stain. Then they said there was nothing more they could do because I did not know the exact cause of the stain. I wish the Furniture row sales person never mentioned this disgusting business. What a waste of $200+, plus the time dealing with them. Do yourself a favor and avoid at all costs.
Business response
09/11/2023
BBB - this complaint is for ******* Cleaners. Furniture Row neither owns nor operates *******. We do not have control over their claims decisions or their practices. We respectfully ask that this be removed from Furniture Row's account.
Initial Complaint
07/07/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
5-02-2022 $1854.92 2 ********************* Chairs Blue total cost of chairs $7827.07 The one chair came broken the other is more distressed than normal They wanted to give me the Floor chair to replace the broken oneIi just wanted to return both and get my money back or give me Store credit which I could use at a later date.Invoice number 201-10507325
Customer response
07/07/2023
I picked up the chairs on April 27 2023. I called the company the next morning on April 28 to tell him the chairs were defective. My heart was broken.
Business response
07/18/2023
I spoke with ***** and we are going to return the chairs to the Grand Junction store. She was so happy that she said she will do business with us in the future. She is all taken care of!
*****************************
Regional Manager
Initial Complaint
06/16/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 5/31/18 I purchased a 2 piece leather sectional with a 5 year Alway Protection Plan from Sofa Mart. I actually completed the purchase of the sectional however the sales associate continued to stress the importance of having the protection plan that I added the plan on in a separate purchase. Invoice #***-l0148208 and #***-l0148***. On May 10 2023 I submitted a claim for a beverage stain and grease stain from popcorn. (Photos attached). The response from the company was that this was standard wear and tear. The plan that I purchased stated food and beverage stains on leather are covered under the protection plan. I attached pictures of the stains. You can clearly see that one of the stains is even in the shape of a beverage can. The company sent me conditioner and cleaner for the leather. After applying the conditioner and cleaner the stains did not fade. The company stated these stains are just normal wear and tear and closed the case. The stains remain. I am filing the complaint because I feel Sofa Mart pushed the sale of the protection plan and then failed to follow through with the terms of the protection plan.
Business response
06/30/2023
BBB, we feel this complaint should be removed from our listing. The customer's issue is with ******* (a company neither owned nor operated by Furniture Row) declining her claim. We provided the option to add Accident Protection and provided the literature on what it covered. ********* decision to deny her claim is solely their decision based on the information she provided them.
Initial Complaint
01/10/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Items from the ******, **. Furniture Row were purchased July 5th, 2021. Invoice states that the items that this complaint is being filed for would arrive by November 2021. The items have been delayed three times now since original purchase date of July 5th, 2021. Items are allegedly supposed to arrive in March 2022. It has been 27 weeks since items were purchased. The items not arriving until March 2022 will make the wait be 36 weeks. The store manager/salesperson that sold the items, ***** gives no solutions to this issue or explanation. The ******, **. Furniture Row has the two items needed to complete the invoice in inventory on display so they can continue selling the item. The store refuses to provide these items to complete my invoice. Two complaints have previously been sent to Furniture Row with no result. One complaint over the phone, the other complaint filed on the Furniture Row website. There has been an attempt to contact *********************, the regional manager, to help resolve this issue. There has been no success in contacting ***. The resolution that is desired would be delivering the items that are missing from the invoice, and refunding part of the invoice charge for the delay due to the aggravation and inconvenience this has caused based upon poor customer service and business practices.
Business response
01/24/2022
I called ************** while I was on vacation. When I spoke to him, he was very understanding when I explained the situation with shipping and the issues involved. The main concern for both of us was the manner in which he was dealt with in the store. I promised to deal with those involved at the store level and I have done exactly that. We are keeping him up to date on a bi-weekly basis and weekly if there are any changes in the *** of his furniture. When the furniture arrives and he is satisfied, I will look at the invoice and make sure that he is taken care of.
Thank you
*********************
Regional Manager
Initial Complaint
09/24/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So Aug 16th 2021 I purchased what stated a sectional couch for barely ******. Now I've been waiting now were almost into Oct and still nothing. So I went online trying to **** down the site to get some kind of answers. Funny thing is I can't find the site anywhere. And the site I do go to Says there's no site here so I'm luck what in the heck. So now I'm coming to you guys to try to find out what's going on.
Business response
10/05/2021
We have called the customer a several times. We have left messages and so far we have not been able to talk with them.

***************************************
Regional Manager
Initial Complaint
08/17/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We financed a bedroom set at Furniture Row through ********* Bank bank in April of this year. We were originally told late May or early June for delivery, therefore, our payments were to commence in June. Since then, our furniture has been pushed back multiple times. Last we heard, we might get it late September but I'm not convinced that it won't be pushed back yet again. The manager can offer no resolution or set date. I understand many businesses are facing hardships right now but other suppliers seem to be able to get their furniture out at this point. I have contacted the financing bank multiple times attempting to get our payments deferred since we have not received what we purchased and have no idea when we will at this point. They have refused. Now we are stuck making monthly payments on furniture we do not have and will not have for who knows how long, meaning we are not able to go elsewhere at this point if we choose. We have been very disappointed in our experience.
Business response
08/23/2021
We have reached out via phone and email. We left a message also that their furniture is on its way to the store and the store manager will personally contact them once it arrives.
Keith *********
Regional Maanger
Customer response
08/23/2021

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
08/11/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I purchased a sofa and love seat from Furniture Row on 11/27/20. It was delivered at the end of Jan 2021. We were lured into purchasing a 5-year warranty (called the Allaway Protection Plan) that was supposed to cover anything and everything that could possibly happen to the leather, including stains and scratches. This is even noted on Furniture Row's website. This past Sunday, I noticed that a piece of the coloring on the top had come off. I filed a claim with Allaway, which was denied today. There are NUMEROUS bad reviews on the BBB website about this Allaway plan. The company that sells it is actually called Great White Bottling/AllAway. The spot on the top is not too bad now, but I have a feeling it's just the beginning of issues. We paid $4,423.68 for this set thinking it would last for a long, long time. So, what are we supposed to do in the future if leather keeps peeling off of the furniture? We've only had it for 6-1/2 months!
Business response
08/12/2021
We're sorry to hear Mrs ******** has an issue with her furniture. The 5 year protection plan only covers stains on upholstered furniture, as described on our website and in literature. If she has a manufacturer defect with her furniture within the first year, this is covered by her furniture's warranty (not the stain protection). She just needs to contact her local store or submit a customer service request at this link with an attached picture: https://furniturerow.zendesk.com/hc/en-us/requests/new.

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