Furniture Row
Reviews and Complaints

I had posted a problem yesterday Dec 19 2017 In response furniture rows regional manager here in in Central Illinois contacted me along with his Champaign IL sore manager and resolved my problem immediately . I very pleased with furnature rows quick immediate attention to take care of a customer. I will continue to purchase furnature with them as I'm happy with their customer care.

We waited A week and 1/2 to get the sectional couch which cost over $3000.00 only to have one of the power recliners quit the same night we had received it plus it had visual flaw in the leather material padding .The manager came out personally and tried to replace the motor but was the wrong motor . So he placed a order saying it would be a couple of days well it was 6 days when it arrived now they say they cannot get it to us for another 7 days . Where is customer satisfaction in this case . I understand I have 30 days to return this furniture . Contact me as soon as your can the store in which we bought this was in CHAMPAIGN IL my phone is [protected] Duane Foster

I went into your store located at 15380 IH35 in Selma Tx, I inquired about switching my mattress I bought in Jan of this year due to it being uncomfortable, just too firm For me. On Sept 17th A gentleman named Jake said the had some last year models on sale. He showed us 2 that he had available one was Tempur-Pedic Contour Elite Queen year-end blowout that was discounted $2400 so my difference with my trade would be $199.50 plus tax of $21.83 delivery and set would be $65, bringing the difference to $286.33. He set us up with a next available delivery for today Sept 26th.

We had not heard from them so we called they said their truck broke down that he tried to contact us but they only had our work number so my husband have him his cell.
When they were in the way he texted MY cell phone " he had earlier stated they didn't have our number" plus it was on there invoice.
Then he gets here and he's alone! So we had to help him, we paid for delivering and set and we have to do it! For that matter we could have picked up.
Then I come to like at it and it's dirty and it has a hole in it! I called the store manager and told him the situation and he said Jake sold me the floor model. He never said I was getting a used one or a floor model no where on there invoice does it state that! How can anyone bring a torn dirty mattress to a customer and then tell me I wouldn't have any warranty. Oh no!

I called the 800 or 844 # with inquiries of a particular sale and items. During the time I actually was trying to speak the lady was cutting me off abruptly. And she also told me something quite different than the actual store had just told me who btw were not much better. To top it off, the prices that I was "it to last through a particular date the next day when up online which was way before the date that was stated. To be honest, I told them the particular items were only sold at their store and I could not find them anywhere else. Really? I did more research than they did and now that they're aware they do a price adjustment and go up on the price? The sales rep at the store priscilla and her manager michael and the customer service lady on the phone were smart [censor] long story short and don't deserve my business or anyone else in my opinion.

When purchasing my sofa I was told 2 pillows were included. When I got my couch home there were no pillows. Called the next day 3 times was put on hold twice to be transferred to sofas, waited and waited no one answered. Called again said they would give them a message and call me back but never did. I called again finally talked to someone and was told it did not come with pillows . My sister was with me when I purchased this sofa and she can verify he said pillows were included. Very dissatisfied with the way things were handled

I have left about $13, 900 over the years at Furniture Row. I've always got bad attitudes and sarcasm from the employees but I dealt with it because of the good deals but after today I WILL NEVER PURCHASE AGAIN. I previously ordered furniture online and a mattress. I did not like how the mattress felt and went in person to the store to feel a mattress. The guy "Chuey" told me I had to do the change for a new mattress online. So I left the store and called the 1-844 number and the lady said they should of done it at the store. So I had to go back AGAIN and all those guys and Lacey just looked at me like oh shes back. They didn't apologize I had to go again. They treated me like they didn't want me there. My mom was with me and could tell they were not friendly. I will exchange my mattress and never buy from Furniture Row again. They forget I'm providing business to them. I'm just tired of the attitude and over the years it's still the same people there and they don't seem friendly and helpful.

Went to our local Furniture Row in Casper WY to try and order replacement parts for our couch. The first question out of the employees mouth was did we buy the extra damage coverage. We explained no damage coverage was necessary because our dog chewed the bottom of two recliners in the couch unit. Asking to just order the bottom half of the recliner as the backs were still good we were told no, we had to buy the entire unit piece again. Earlier in the year we had to get an upper piece replaced for a bad spring. They had no issue getting the new back when it was needed. So I brought up this replacement and received an arrogant comment from one of the salesman. He said they probably found the replacement on a clearance somewhere else and used it for our repair. So we asked if there was a possibility to get some new bases from a clearance. This salesman was so rude and said, No you would have to buy new ones. To round this up they didn't want to help us because we didn't buy the extra damage coverage, they wouldn't help us buy just the pieces we needed although they were able to when it benefited them, they were super rude and had bad attitudes and the only thing that mattered to them was money. We will never go back to Furniture Row and never refer them to anyone. More than $15k spent with them that will now go to another furniture store. Don't buy from this company as you are just a bottom line number and not a respected customer.

Purchased the olivia doll house twin over full on december 7th mid day and went next door to denver mattress and purchased mattresses and accessories needed to go with it.Returned with trailer and picked everything up, took home and unloaded everything into an empty bedroom and returned to work.

After work began opening boxes and setting out pieces from box 1/5 to 5/5. Did not find any hardware to assemble the pieces, thoroughly searched every box and then contacted store to be told the hardware would be in box 3/5. Searched boxes again and then drove back to the store as they were closing shortly and i needed the hardware right then. Employee stated would be 1-2 weeks to get hardware as they do not have any in stock.

I then told the employee that i would be returning the set in the morning as we needed this immediately and did not have time to wait. When i returned home i did a full check of all boxes again to be sure that i had not missed it somehow. I then decided to look over the pieces in case the hardware was strapped to a piece and found that almost all pieces were damaged in one way or another including some severe water damage to several pieces so i looked at the boxes again this time to seek out any obvious water damage to the boxes which i did not find any evident on the packaging. Today december 8th i returned to the store to return the olivia doll house and was not offered an exchange or an alternate set or anything to fix this situation.

Employees just processed refund through the finance company and asked me to pull around back and unload the kit. Then when unloading the employee says well it rained a couple of days ago! Did you leave it outside? Hello i just bought it last night and took it straight home!

One would have thought a business of supposed high standard would have taken the proper time to address the issue and work with the customer to resolve the issue rather than ok we will cancel the transaction now here i am back at square one with no bunk bed set for the girls.Although i now have some mattresses from denver mattress that appear to be of good quality but i need to go home and inspect them also after the problems with the olivia doll house from bedroom expressions in furniture row.

I purchased an off white sofa and in less than a years time the color has changed. The claim was that it was and of course would be able to be cleaned, ok, good I'll buy white. The color along the seams/piping has changed. I tried to improve this problem with the use of a cloth and water to NO avail. Furniture Row will not stand by their product stating they do not warrant fabric. Pitiful explanation so I'm supposed to live with this sofa that is discolored and barely used as it is in my not used living room and I wintered in Florida. PLEASE HELP?. Price of the coach was $999.00.

FREE TV...not really

I went in to a Sofa Mart store looking to get a free TV with furniture purchase. I looked at the Olympic Sofa and Love Seat. Sofa was $595 and Love Seat was $575. You also had to buy a set of end tables and coffe table and Rug. I picked up at Furniture Row cataloge and found the same Olympic Sofa and love seat for $395 and $375. The price had been raised by $400 and the table set was priced at $298.Tables were very cheap. I found a better set for just $149 elsewhere. The rug was priced at $298. It was really a cheap rug you could pick up a better one for less than $100 most anywhere you wanted. The "Free TV" was also the cheapest brand available. So anyway, If I had bought the set with the "Free TV" I would have paid more for the set and TV was worth retail. What a rip off. I remember shopping in Sofa Mart before and there was a sign that said "There is no such thing as Free". Boy that was the truth. Very inferior products and I believe Sofa Mart actually made money off of the free TV. Is this kind of sale really legal?

My wife and I recently had visited the furniture row in san angelo and were completely unsatisfied.
we were in need of a new bedroom suit looking to spend good money but I guess the people that were there first are more important, not even a hello or a (ill be with you in a minute) no acknowledgement what so ever! We waited 45 minutes then the mattress we had looked at the person wanted to sale us something different not what we wanted then he became rude with us because we did not want tha one! wow all the hype I see on TV about Denver Mattress that is all it is now to us! The Home Zone sold us a full bedroom suit with a King size Memory foam bed for 3 thousand! also they greeted us as we entered the door and all the Pr a business should have!.. I think your employees at this location need some People relation training!.
Sincerely
Alva and Diane Allsup

I purchased the afore mentioned recliner and payed for the delivery. The "new/quality" recliner arrived with a number of nails sticking out which managed to cut my hand in their discovery. They delivered another recliner as a replacement and this one sounds like a pickup truck passing my house. In calling them I was informed that they would correct the problem if I brought the recliner in. Well I am a handicapped war vet and for that reason I paid the delivery charge. From reading this website it seems apparent to me that furniture row is a less that trustworthy, respectable or ethical company.

I was denied the "24 months same as cash" program because my CREDIT IS TOO GOOD!
My TransUnion credit rating is 979A, which they (TransUnion) informed me that less than 3% of the consumers have a higher rating.
My debt-to-income ratio is 5%, which they elaborated on by saying that "most lenders consider less than 20% as Very Good.
My Available Credit is $203, 320.
My monthly income is $6500+ and my wife and I are retired.
My home, which I had built in 2001, is paid for in full.
This experience embarrassed and humiliated us in the presence of other store associates and customers.
Don Prue
[protected]@live.com

I purchased a couch and love seat from Furniture Row-Sofa Mart, when it was delivered, we had the delivery person sign that they were to be reordered due to the poor construction. The legs were loose, board sticking out, fabric pulled in many areas.

I waited for a phone call for about a week and a half then called the sales rep. to check on the status. He claims this was the first he'd heard about it but he could order new ones. I asked if it was possible to exchange them for something larger (and more expensive) and was told no.

I went in the next day and spoke to the manager to show him the quality of furniture that I was sold, explained the inconvenience of having to *** work again to accept the next order. Again asked if I could exchange them.. I was willing to spend MORE MONEY in their store and I was told no, .

The manager claims they "just implemented a new return/exchange policy" and there was nothing they could do for me?. I was not told this, it was not printed on my receipt, it is not posted in the store.. In fact, on the delivery receipt, it clearly reads across the top "Delivery/Return"'.

I called the customer service number, left messages, called the regional manager, and left messages.. So far I have not gotten any response.. Not only will I never shop there again, I plan to take the photos to the local newspaper and have them published with an article.

We purchased a living room set from furniture row and we were talked into the extra protection in case my husband was injured or laid off of work. Shortly after we had the furniture he was injured and could not go to work. He called the claims office and they told us to wait until he had something in writing from the SS disability that he applied for. We called several times but were told to wait to submit the papers, when he got his social security letter of his disability for his back we sent the paperwork into the company and we were denied . We already paid for the furniture but now we still have the "disability insurance of theirs to pay off." This is a total ripoff especially when they tell us they will not accept in writing from a government agency that he has been disabled from a certain date. We try hard to keep up with all the payments but with the little social security brings in this is a big hardship.

Do NOT buy anything at Sofa Mart. The service is terrible. I purchased my furniture 2 1/2 years ago. We purchased 4 leather glider recliners and 1 leather reclining sofa. The chairs lumbar cushion keeps falling and the arm pieces keep going flat. The gliders start rubbing and now will not glide and grinds metal on metal if you try. We have 6 people in our family so everyone has a recliner no one ever sits in the middle of the couch, which is where the lumber pillow has fallen completely. The furniture is crap and we even bought the extended LIFETIME warranty so if anything went wrong we could get it fixed. Well it seems as if the do NOT back what they sell, because trying to get all of this fixed is the most horrible thing I have ever experienced. One would think that if you spend $4000.00 on furniture that it would last a lifetime well that got us about 1 year but not without having to have a chair repaired. I did make a complaint thru the corporate website and was assured by the regional manager all would be taken care of but now he won't even take my call. So my advice go somewhere else to spend your money because you will be spending more in about a year for new furniture.

Bought a sofa, love seat, and chair from Furniture Row in Clarksville Indiana the beginning of April. I was quoted a delivery date of about 4 weeks. Took them 6 weeks to get them! They offered me free delivery but wouldnt be able to deliver for a 1 1/2 weeks. I decided to pick them up myself since I had no furniture in my new home and couldnt wait any longer. Get my new furniture home and when I am un-wrapping them the sofa and the love seat both have damage to them! I call the store and they apologize and tell me they will re-order and new set and I can keep those pieces until the new ones arrive in about 2-3 weeks. I call 2 weeks later to see what the status is and they have no record of putting in the new order! This did not make me happy! So again they put in the order. I call back 2 weeks later and they tell me they are sitting on a truck but they keep cancelliing the truck delivery. It is now July and I finally get the call that they are at the store and ready for me to pick up. I tell them I am not picking them up because I have been weighting 8 weeks just on the re-orders and ask them why they cant even offer me free delivery! After some excuses he finally talks to his manager and they are finally delivering them on friday. Never again will I ever go back to this store. The salesman are only after the sale and once they get it, they dont care anymore. It has been 4 months and just now getting my furniture. Would never recommend anyone to shop there!

Bought a sectional for 3000+ from Denver furniture row Sofa Mart. They (Daniel [censored] salesman) told me they had a set in Mississippi that could be sent to me in a week. he Said he would call me back, never called back. Lets keep count. I called them, a week and a half later wondering what the F**k was going on... They said they were backordered for another 45 days! But they assured me they would call me back the next day. never called (2). I called and talked to theManager Isaac. He said he would call me back. Never called (3). I called and got Shawn Nelson (head manager ) he told me quote "we got it figured out and they will be here in 5 days, ill call you tomorrow to set up a time." Never called (4). I waited the 5 days and called back to see what the status was. Talked to some [censored]...and he told me they were still backordered a month or so... Told me he would call me back later that day. Never called (5). Now, im going to cancel the order and thesepeople should rot in ***! Dont shop at Sofa Mart PERIOD!

I am shocked at the salesman's apathy. When arriving in the store, I was not greeted, I looked around at coffee and end tables and in doing so, located the salesman sitting on a couch, talking to another person, who was not a customer. I asked him for a set of coffee/end tables in the $300.00 price range, he said that they did not offer any product in that price range. I told him that I had checked online and found the product on the sales floor. He then got up and said "Show me" while laughing.

The problem is that I continued to try and "Make the Sale" although the sales person could have cared less. I purchased the item and went to pick it up. It was defective. I told the sales person and he said another will be shipped and will arrive in the next two weeks. I was never told anything concerning delivery other than "at the most, two weeks". The sale was done in a hurry since I was with a relative who had a vehicle large enough for the product and did not want to waste their time, it was why I did so much prior research. Also, I did not want to bother the sales person any further than possible.

Actually, while typing up the order he complained about his typing abilities and led me to believe that he was "bothered" by filling out the form. I stated that I was a great typist and could do it for him if it would help. He said, "that would be nice", I told him to go ahead as I could wait.

I called today 12/22/2009 and was told by the sales person that it was not on the truck and he didn't know when the product would arrive. I stated that he knew this was for Christmas and he said "there were no guarantees", today was the first time I had heard this. I told him I wanted my money back and he said, Ok, come and get it, although, it will be mailed from corporate. I told him I was shocked at his apathy, he did not care. The irony of it all.

I finally figured out that writing this letter is probably a waste of my time as it is not their problem. It is mine for having decided to buy a product from this company after being treated so indifferent. I am planning on purchasing all new furniture for my home this spring, including mattresses, etc. I know now I can bypass this store altogether.

I did call the store to complain only to find out that the sales person was the manager. I called their supervisor with no results. I tried filling out the online complaint form multiple times and it would not allow me to type in my complaint.

I purchased a couch and loveseat back in August. It was delivered August 14. We immediately discovered some damage to the loveseat due to the delivery persons. We let Sofa Mart know about it. We have gotten the run around ever since. We were told the manager would try to find replacement cushions for the damaged loveseat, then we were told she couldn't find replacement cushions, and we'd have to reselect. When we couldn't find something else we liked, we again were told she would look into replacement cushions. Blah, blah, blah. Here we are a month later, and still have a damaged loveseat. My husband put a call into the manager at Sofa Mart, Ft. Wayne, supposed to be a gentleman, he had the same idiot we have been dealing with call us and say she is looking into new cushions. I can't even get a different manager to help us. I am so frustrated I can't see straight. This is the first time we have ever purchased anything from Sofa Mart and the last.