Furniture Row Center — Attraction in Kennewick

Buyer beware!!! This is worth reading! We purchased our couch set in February this year. Initial experience was positive - Dennis the manager is who we worked with. We were promised both couch and loveseat within 6 weeks - to which I reiterated before purchase that we NEEDED to have it by then. 6 weeks later, we get a call to schedule delivery but "we cannot find your couch...only the loveseat". For a company that schedules/delivers furniture as a business, you'd think this would be something they knew how to keep track of! Loveseat delivered and had to "reorder" the sofa = another few weeks. Time passes and I'm still waiting to hear when it's arrived. Had to make several follow up calls to track this down. Get the call only to be told on a Friday, "we have no one here to deliver it and you'll have to wait until Monday". I was LIVID!! Our family has been sharing a loveseat for roughly 10 weeks at this point and they want to inconvenience us further?! I demanded it be delivered and was able to get it later that day. We had couch arrive, set up, and used for roughly 1 week. It was completely clear something was wrong with it. Call Furniture Row to schedule a repair tech to look at it - he came out and promptly said, "I've never seen this in the 15+ years I've been at this job, but this couch was made wrong. There's no fixing it." Now we're back to square 1 and having to replace this couch = another few weeks of sitting on a broken one. New couch #2 arrives and yet again, within two weeks, we notice something very wrong with it. To date, I have made four phone calls to find out why we haven't received a call back from the tech to schedule yet another assessment of our broken couch. I get put off and pushed back and have to make call after call to get information. BUYER BEWARE, this store lacks simple customer service and sympathy of the situation we've been put in. Spent a significant amount of money and have received nothing but aggravation - all part of what you get with Furniture Row. Absolutely do NOT recommend them and have been sharing our...

If I could give zero stars I would. Horrible customer service. I went in and picked out a dining room table and the associate assured me it would deliver in 2 -3 weeks. I made a follow up call after 2 weeks to check if there was any delay and was informed the table was actually on back order until mid-April. (I was not made aware of this when I initially placed the order otherwise I wouldn’t have chosen it) I was told only informed it would deliver in 2-3 weeks. They told me they had some other dining room tables in stock if I wanted to come in and take a look and choose a different one could deliver the following week. I came in same day and obviously explained to the associate my situation and emphasized I needed the table the following week and she assured me that she would only show me tables in stock!! So, I finally pick one out and again I confirm with her it is in stock and it will deliver that week and she said yes. Everything is set and I call the day before it is supposed to deliver to make sure it is ok I am not home when they deliver as I had to work and they said yes as long as someone is there over 18. Not even 5min later I get a call from them saying, ya well you do have a delivery scheduled this week (literally next day) but you do know the table is not in stock and coming from Denver and it will take another week or 2 to get here right ???? No!!! I did not know!! After going through the initial mishap and again here I am misinformed a second time which is ridiculous at this point. After all that , I cancelled the order and he said he would call me back to verify my balance was correct and updated and nope, no call, I had to call them again!! So frustrated because I was planning an event at my new home and now I have no table for it and should have went somewhere else the first time they messed up but I gave them a second chance to make it right which they did not...

After a year of fighting back and forth with Furniture Row, we are finally getting our sofas. Back in November 2014 they sent us broken furniture, all 3 of them had something wrong with them. According to the repair man our furniture had normal wear and tear and that it was not a manufacturer mistake. I find that hard to believe because we only had the furniture for 3 days! To top it off the delivery guys did not put the the furniture in the house as we asked them too, they decided to put the furniture in the garage. Then they never gave us the power cord for the electric recliner, I had to go into the store to get the cord, by the way it was a used one and it was covered in dust. By this point I was lik,e can this get any worse? YES and it did! The electric recliner was off centered, it would not go up smoothly all it did was get stuck and grind on the frame. Oh but the fun continues the larger sofa would not even recline it got stuck on the frame as well. The back side of the rocker came completely up and the side panel would keep falling off mind you this happened after 3 DAYS! We called and schedule a day for the repair man to come out and fix the problems, yeah that took A YEAR! We were promised free delivery the day we purchased the furniture, yet the woman who sold us the future some how forgot to note that and that started the first argument. They wanted us to pay for delivery to return the broken furniture, yet I find that unacceptable because they made the mistake of delivering broken furniture in the first place. Lesson learned WE WILL NEVER purchase anything from that place. The customer service was horrible and the outside contractors they use to deliver/repair the furniture sucks big time. They seriously lack people skills, communication skills let alone common sense in that place. Now we wait to see what they deliver...