Furniture Row Center — Attraction in Burlington

BUYER BEWARE!!!! On 12/14/2014 my wife and I purchased a Couch, Love Seat, Recliner manufactured by Pillow Kingdom from Sofa Mart/Furniture Row (FR). Along with these items we also purchased a two floor model end tables at a discount, a coffee table, two lamps, and a rug. Total price $3,219.61After a couple of months the recliner on one side of the Couch started having issues. The back of the recliner was leaning to one side and the recliner would catch upon attempting to open and retract it. We contacted the store on or about the first of July concerning this issue and were told it was a manufacturers issue and they would not do anything for us. On July 17th 2015, I emailed FR's corporate customer affairs department in order to get resolution. I was referred to their regional manager who assured me he would do everything possible to help out. A few days went by and we received a call from the local store. They offered to take the couch in and see if it could be repaired if we paid them $40 for delivery. We reluctantly agreed. Several weeks went by without any communication when I finally reached out to the regional manager once again. Within a week we received a new couch. Now, the couch is experiencing the same issue, and the recliner in the love seat is also doing the same thing. Once again we reported this to the store manager who told us to come in and pick out what we wanted and he would exchange it. When we went to the store, we were told that we would have to pay the difference between whatever we picked out and the original cost of the furniture. The catch is, FR is only willing to give us partial in store credit for what they sold us. They claim the couch, love seat, and recliner is worth $1,200 in trade, while they are currently selling the same product for $2,300. Basically, they are asking us to give them another $1,000 for a different product of equal value. When I inquired why, the manager informed me that he didn't even have to do this, that he was being generous. Why don't businesses stand behind their products any more?

UPDATE: 10/16/2015, Furniture Row Corporate is very apologetic and has offered a complete refund including delivery fees and will come get their products. The regional manager from Colorado is coming to town and has offered to take me to lunch as well. This guy gets customer service and will likely do some remedial training here locally. I'm glad they stepped up and took care of this for us. Hopefully, the local store gets a chance to change their attitudes and don't...

My husband gave these guys more grace in his store review. We have been dealing with these guys the last few months starting when we had to have furniture rerouted to Burlington due to a move that happened after we ordered our original furniture. The lady who contacted us about delivery was super rude. We got past all that and recently went in last night Jan 27th or purchase multiple pieces of furniture. The gentleman helping us was willing to answer all our questions. There was a sofa we wanted to see how the arms came off as they stated they did. There was a gal sitting on a sofa not helping us. I had asked her where the bathroom was and instead of getting up and off her phone she just tried to tell me where it was. Turns out it was way on the other end of the store. Then when the gentleman helping us was going over to show us how the arms came off the sofa we were looking at she yelled from her seat that he shouldn't do that because they were a pain to get back on. We need to furnish a room with very narrow doors and wanted to make sure that what we bought would fit. She was even argumentative about this. If we didn't have financing set up already I would have walked out. As the cherry on top when we finally saw her walking around you could see her bra through her shirt and in the front she could have just as well not had a bra on at all. Those bad boys were about to pop right out of her bra. Not something a married man wants to see in a professional environment. On the plus side the mattress guy was great! The same gal that was nothing but unhelpful tried asking us if we would like her to ring us up while we waited for the guy that originally helped us. We refused and waited for good customer service giving credit where it was due. We walked out purchasing over $2000 in furniture. It would have been nice for all employees to...

I rarely leave a mediocre review and this is my first one star review ever. If I could put zero or negative I absolutely would in this instance. BUYER BEWARE!! I bought an entire living room and kitchen there two years ago. I meticulously reviewed the wood furniture top to bottom for signs of cost cutting or quality workmanship (veneer over particleboard) I eventually settled on a $1000 square high top table that appeared to be veneer over low grade solid wood. Last week we opened the table up to install the included leaf for the first time and found a hinge that had pulled out from the underside of the tabletop. Understandingly the finished surface was veneer (yes even the underneath) but to my dismay, the core of the table was NOT wood but CARDBOARD!!! Yes, I paid $1000 at furniture row for what I believed to be a decent quality CARDBOARD core table. Now, to quell any counter argument to the fact, the true material name is actually grey chip paperboard, and sometimes incorrectly referred as Hdf or Mdf, but for those materials it must be wood based with epoxy resin binder. This material is clearly cellulitic paper construct with no resin as apparent by it's lack of laminar strength. Therefore- CARDBOARD! (Not the corrugated packing type, but think of a hard back book cover) Do NOT buy any "wood" products from furniture row unless you want to take your chances that you're buying a piece of veneered cardboard!! I will never shop there again and gladly show everyone my table b/c they find it as hard to...