Furniture Row — Attraction in Midland

I’m giving one star because I like the furniture I bought. However, the customer service in Midland, TX is a sad representation of this business. I ordered a leather sofa and matching loveseat and two sofa tables. I was told it would take two weeks to arrive. (Btw, they didn’t call me two weeks later when my order arrived. I had to call them to see if it was in.) When I was assembling the second table I noticed that the holes were drilled incorrectly, so I had to return it and order another. Two weeks later when I arrived to pick up the replacement table, which they assembled due to my being inconvenienced, it had scratches beyond acceptance. Again, I ordered another table. Two weeks later I called to see if it had arrived. I was told it had. I asked if they were going to assemble it. They said yes and that it would be ready for pick up late in the day. I decided to give them an additional day for assembly. Then the next day l called to verify that it was ready for pickup. Daniel, the manager, said no it wasn’t assembled yet and that they had been busy. I said I was on my way to pick it up anyway. When I arrived, I told Daniel that their customer service was terrible. He was sipping on the straw of his soda and he said, “We’ll it’s the manufacturers fault”. I told him that due to the situation, it should take precedence and it should have been assembled. One of the other employees apologized, not the manager Daniel. He said again they had been busy, but the guy was assembling it now. (There we’re four employees standing at the counter listening to our conversation.). My hubby and I drove around to the back of the store to get it and the assembler was just pulling it out of the box. He apologized for it not being ready. The manager, Daniel, should have had one of the front people go help the assembler. It was obvious that he...

I initially placed an order from Tanner for a bar height table, chairs and stools. Tanner placed the order wrong and did not order the stools, Then argued with us about the order. He then ordered the stools which delayed that order 2 more weeks. When I called to see if my order was ready I got 3 different answers from Hannah, Tanner and the manager on call. First that the table and chairs would be ready at noon, then that the table and chairs would be ready in a few hours. The third time Tanner informed me they hadn’t started building the chairs. When I talked to the manager Erik he told me they were too busy and had 2 trucks and the chairs would be ready 2 days later!! Two days later when I went to pick up my order one of the chairs was damaged. I picked up my Table and 4 chairs, When we assembled the Table at home the table was the wrong height!! The table was counter height and the chairs were bar height and I , was still waiting another week and a half for the stools!! When I called Erik and told him he wasn’t concerned or understanding over all the mistakes! I was out of my money and had a table and chairs mismatched and only part of my order in. He told me he would refund the money if I returned the merchandise within the next 25 min on Mother’s Day!! They were never apologetic or even attempted to make things right!!! What kind of business are you running?? !!! When I asked them to pick up the merchandise they still wouldn’t schedule it until 3 days later!! My money was out of my bank the same day yet my merchandise was still not right! Nor were they willing to make...

Although the woman helping us was great and the main delivery guy was fabulous, the management/HQ is horrible. We received what was supposed to be our heirloom, Sydney Amish bedroom set (bed and nightstands). First delivery, broken foot on the nightstand and scratches on random pieces of the bed/unfinished sections. 5 total deliveries later and they just couldn't get it right. We paid for new furniture, they kept sending us pieces that looked used or just poorly transported. The furniture was also more expensive than typical FR items, due to it's "quality", so I figured they would take extra care of it.

We also have damage to walls and door frames from delivery guys bashing furniture into them on the way in/out. They told us we have to get 3 quotes for them to fix it, who has time for that? Now they have completely ghosted us and refuse to return emails. Over the years we've purchased a ton from Furniture Row in CO and TX and never had this experience. Wouldn't recommend.

Update: As expected, after reaching out they offered us $250 to go away, which doesn't even come close to covering the damage to our house or the many hours away from work we had to spend dealing with this. Use your...