Furniture Row — Attraction in Lafayette

Good morning,

I wanted to write about our experience with Furniture Row in Lafayette, IN.

This is our third purchase with Furniture row, and will probably be our last. My husband has purchased with Furniture Row in the past years. Our last purchase before 2022 was in 2018, I believe in the months of August-September. On our purchase in 2018, our living room stand arrived damaged. The delivery men said they would inform the store and said that Furniture Row would give us a discount. As you know moving is hectic and we forgot to call the store for a follow-up. We made it work but never received a call out of courtesy. My loss, and the only reason I'm bringing it up is to provide that there is a history of damaged arriving furniture.

Our last visit of July 25, 2022, we purchased thousands in furniture. On August 11, 2022 we received our delivery. One of our bedroom nightstands arrived damaged. According to the drivers, I say it because I never saw the nightstand. They mentioned that they noticed the damage while the nightstand was in the delivery truck. Everything else was set up and went smoothly. The driver wrote a note on the invoice, and I signed the invoice. Since August 11, 2022, I never received a call from Furniture Row. I did not want to make the same mistake twice of failing to follow-up, so I called the store on October 13, 2022, more than 2 months later. A man picked up, I did not get his name, but he mentioned that no one had called me from Furniture Row because the item was still not there. He mentioned it would be another week or so, even though 2 months have passed since the original delivery date.

On November 7, 2022, more than 3 weeks after my call, Sonya called my husband. She was very nice on the purchase date of July, but not so nice this time around. She was saying that we needed to go and pick up the item. My husband told her that he would not pick it up, since we had already paid for delivery and it was not our fault that the item arrived damaged. She demanded then that we drop off the damaged item, in which my husband told her, your drivers took it. Had she taken time to follow-up and even look at the notes on the invoices, then she would have realized this. I can't believe she is the store manager. As a manager, you should talk to your staff or at least follow-up, when our experience does not go smoothly. Almost 3 months later, I'm still waiting for a nightstand and being demanded to pick it up. We had a horrible experience with Sonya. I was willing to overlook the long wait, but to be treated with horrible customer service, after it was not my fault is...

This was one of our (fiancé & I) first times furniture shopping. When we were first looking around, we walked into Furniture Row and were instantly greeted by someone to see if we needed help finding anything. We weren't sure of what we wanted, but were able to comfortably walk around to look at their selection and prices.

A few weeks later, we came back after realizing that their selection, prices & financing options were phenomenal (not to mention the sale they had going on at the time. We ended up talking to Cory (the assistant manager) about applying for their financing option, it took less than 5 min and I found out the exact amount we were approved for. The process was seamless, enjoyable & made me feel like I was valued as a customer. Cory was personable, offered great conversation and was honest about the value of the items that we purchased, plus he helped us to utilize the deals going on to the best of our ability!

Since putting in the order for our furniture, we were made aware of helpful arrival times, their holding policy (since we didn't need the items until late July), delivery & assembly fees (which are very reasonable), and we have even been able to add on or change items without hassle. Overall, the process was much easier than I anticipated, the deals & services were much better than other places around town, and I'm very happy that we ended up choosing Furniture Row as our...

Came in to check out everything they had for kids beds. The sales lady asked us if we needed anything, and we found one that my 5 yr old loved, so asked the sales lady if they had it in stock. Her replies were: “ well I didn’t realize what style you were wanting to look at.” And “ the only thing we have in stock is what’s marked for clearance. Everything else in the store is by order and you wouldn’t receive anything until at least mid August to September.” ( this bed was marked clearance) Ok... so I asked about another one that said clearance on it, and she says “ well again, I didn’t know you guys were wanting something today. I’d have to check the system and see if we have that one in stock.... we do not have that one in stock.” So at this point my husband is getting irritated bc what she’s telling us isn’t making sense. I then asked why she told us the clearance items are all they had in stock if that really wasn’t the case, and her reply was “ well like I have been saying, I didn't realize you wanted something today. So..” at that point, we just walked out. We weren’t upset that they didn’t have much in stock, we were upset that everything she was saying she was contradicting herself and not answering some questions. Maybe Furniture Row should hire people who understand what the heck they are saying. I’ll be ordering from Amazon...