Furniture Row — Attraction in Clarksville

Only rating two stars because I like the product. Wanted to give our experience with Furniture Row to date. Originally ordered a couch and mattress. Paid extra for the delivery and was told it would be two weeks or so before it showed up. They call, set up a delivery window of 4:30 pm to 7:30 pm on a Saturday. 7:35 we call and get the run around story of "oh, we had a truck break down and there are others behind you still waiting on their items but it will be there tonight" blah blah bullcrap that someone makes up when they forget about you. Not two minutes later we get the phone call from the delivery truck that they're 45 minutes out. We live 45 minutes away from furniture row. I call B.S. but don't say anything and wait for them to show. They get here, delivery guy smells like weed and they set my couch up. Awesome, love the couch, no complaints there.

Fast forward a couple weeks and our bed comes in. King size purple mattress, awesome, never been so excited about a mattress but hey, adulting right? So I check out the box they shipped for the frame. California king. Excellent... So wrong base for a mattress that's heavy as all get out. Was told it was an inventory issue where the California kings were put in as kings. They tell us they'll send us another. Finally shows up (which I never got a call about), they offer to ship it, I decline because of the last delivery debacle and say I'll come pick it up.

Now here's the really fun part. Went back to order a love seat since we had family coming in and needed the extra seating. Two weeks go by, no couch. Was told it would be here mid March, here we April first. No couch. Call today to be told, "I don't know what your sales guy told you but I'm showing it won't be here until mid April." Now, I work in the service industry, things happen. You keep your customers informed and most people will be happy. But lies catch up. I personally wouldn't recommend Furniture Row to anyone but the most patient forgiving person on the planet because you'll need it when dealing with them. We'll see how it goes when or if my new couch ever arrives. At this point I'm about to cancel and go...

We ordered a new suite of furniture from Furniture Row in July 2021. The sales rep was Hope Rooker. She ENSURED us we would have our furniture in 18-20 weeks. We expressed concern with her that we needed the new furniture before Thanksgiving, as we were moving and had no furniture.

“No problem!” She said “20 weeks is the longest.” The 20 week deadline was November 11, we knew we were cutting it close, but she ensured us we’d have them in time.

Fast forward 20 weeks later, we received no call or information as to the timeline on our furniture. So we contacted them, only to be blindsided with another 4-6 week delay of shipment with no warning or communication. (We have these messages in text and can provide proof should anyone want to see them.)

This obviously put us beyond the promised pre-Thanksgiving arrival. It was at this point we told them to cancel the order, we would not wait the additional 4-6 weeks. We were offered no solutions or attempts to get us different furniture in time. WE were the ones to ask THEM if they could do a loaner suite until the ordered set came in, they said that would work, but then fell through on THAT promise also!

“You can’t cancel.” So, we opened a dispute with the credit card company, only to be sided against, “you signed the contract.”

Well, we signed a contract for 18-20 weeks. Not 24-28. We will be continuing every avenue of legal proceedings against them, even if it costs us more money, at this point out of pure principle: Another large, multi-million dollar company, taking advantage and screwing over the little guy just to make a dollar. Instead of standing by the promises made by their employees. Hide behind your “contracts.”

We were all but forced to spend thousands to purchase another suite from another furniture store, so we could have furniture for the holiday season. Thusly, we have no room for the previously ordered furniture and can’t return the set we have.

UPDATE:: This has been fully resolved to our satisfaction. Only bad part is having to escalate it so high and taking weeks to get...

We ordered our furniture on August 28th 2020. We were so pleased with the young man that helped us. We have been anxiously waiting to get our furniture. Our delivery was set for today. Per my conversation on Oct 3rd, our delivery window was 12:30 to 4. My husband took off work at 12 to he home by 12:15. Yesterday, Thursday, I spoke with Joseph after getting a message of delivery from 11:30 to 1:30. He said my husband being home by 12:15 would be fine, that there was another delivery close by. Today, I get a message from Hope saying that the guys are at my house trying to deliver at 11:30. I work across from my home, can clearly see my drive. Its 11:42 and the guys are already gone. We are then told we will be placed on another delivery day. My husband lost 4 hours of overtime to be there for an after 12:30 delivery. Joseph said that he would talk with someone and call me back. After 20 minutes, I called him back, only to be told that we would be the next day. Not acceptable! I made contact 2 different times and make sure the times were still good with my husband's schedule. I told Joseph that we expected the delivery today. If not, to keep the furniture. That is not how customer service works. I then finally told him to contact my husband (I had to return to work). If my husband could work it out for delivery tomorrow, that would be fine. That was at 12:16 today. As of this review (2:10 same same day), my husband has heard nothing from them. I gave a 2 stars for the young man that helped us when we purchased the furniture. The delivery service is...