Furniture Row Center — Attraction in Grand Junction

The service in store was good. The furniture is good. Not better or worse than American furniture warehouse. But definitely more expensive. I am giving furniture row 2 stars for communication. Here's my story: we paid over $4000 for 5 pieces of furniture. They offered us free delivery as a nice gesture for doing business. Perfect right? Not so much. It took 6 weeks, a lot of miscommunication to finally get our pieces. Furniture row, if you are reading this, please try to improve on the following: 1) put more than one phone number on a customers account if a married couple is buying furniture. And once you get the second persons number, use it. Don't keep calling the number of the spouse that works and is unable to answer phone calls about delivery. 2) write down directions to a customers house. Don't send your delivery people out to find a house without directions. Ask the customer before they leave the store for brief directions. 3) keep track of what the customer has already had delivered or picked up in store. I picked up the floor model of the rug in store because you said it would take 4months to get a new one in and my whole order was delayed because of the rug. Then when my other furniture was delivered, the furniture guys sent the rug I ordered. I of course told them I already had one. Finally, when I called about my last piece to be delivered (which didn't get delivered with the other pieces because it was broken) you told me you were just waiting for the rug to come in. Keep track and know that I already have the rug. Don't try to give me the same piece three times. 4) keep track of my order and call me. Call me. Call me. I never received a phone call from furniture row without me calling first. In convinced i would still be waiting on my furniture if I wasn't the one to call you once every two weeks to check on my furniture. 5) please make the 2hr delivery window. I have two afternoons completely shot and couldn't leave to get stuff done 6)lastly, do better. I want to use my store credit. I want to like your store and business. Take notes...

I ordered a sofa on November 29, it was delivered on March 19, which is almost 16 weeks. Their contract states a 6 - 8 week delivery. I was lied to that it was in Denver & ready to come up twice by the Grand Junction staff. They didn't return phone calls. Mysteriously my phone calls were getting hung up on, idk maybe their phone system didn't work? I went into the store & got the runaround twice. (mind you I live an hour away, so not easy for me to stop in to actually speak to someone) I resorted to contacting a customer service person online, who did an excellent job of keeping me updated, (the only reason for 2 stars) and no, the couch was never in Denver. It was disappointing that it took so long, but the lack of communication was the true disappointment here. I had ordered a piece of fabric, which of course never came in. Multiple phone calls that were never returned about that. I finally just went in & got the fabric credited back to my cc. The fabric on the under-side of the couch was ripped, which was noted on the delivery, has never been addressed, also multiple phone calls. At this point the brain damage isn't worth it, I'll have someone help me fix it. I do love the sofa, but the cushions are unevenly stuffed, the pillows were overstuffed (easy enough to pull that out), but not to the standard I expected from the showroom couch. Most of all I am seriously disappointed with the lack of communication & follow-through from the staff in GJ. They're just interested in your cc payment, after that, they could care less. If I ever decide to go there again (highly unlikely), I will drive to Glenwood Springs & see if their staff is any better. Bonus! Their bathroom was...

I don't do a lot of one star public reviews because very rarely does service dip this low. We ordered a bedroom set of 4 pieces the first part of August and were told it would be here and delivered (unassembled mind you as my husband is going to assemble it himself) in November. With the supply chain issues/staffing shortages we agreed this would be a fair amount of time (lengthy but fair for it to be built). I called the early part of November to see when it would be delivered, the associate couldn't locate my sale because our name on the order and phone numbers were entered wrong but he eventually found the order and we were told the bed frame hadn't made it in, it would be delivered by the end of the month. December 1st came around, no call for delivery, so again I called for an update, again the order couldn't be found initially and then it was and I was told this is now not going to be delivered until mid February! That is 7 months total to get 4 pieces of furniture and 3 months of waiting solely on a bed frame!? Also was told the store manager would check into this and contact us, that was 3 days ago! Customer service at this store is subpar to say the least and 7 months to wait for furniture that is supposed to be delivered disassembled is rediculous especiallyfor the price you pay for...