Furniture Row — Attraction in Mishawaka

I am not sure this review even qualifies for 1 star. On the 22nd of August,  we went into the Mishawaka, In store to purchase a sectional and new coffee end tables and rug...  The sectional we liked ended up being a floor model,  with a few knicks and imperfections in the upholstery, which we accepted and kindly agreed to purchase at a discounted rate. A month had gone by when we noticed something wasn't right.  One of us had to sit on a pillow to prevent us from sinking down to the ground, while the other was sitting on firm cushion....after investigating further, we unzipped the upholstery only to find an old yellow appearing stain, like one would see with old urine or sweat would leave, not to mention the foam on two parts of the sectional were completely different than the firm, non-stained side of the sectional.  We immediately took a "good cushion"and 1 "stained cushion" into the showroom store where we demanded to speak with a Manager. After a nearly hour conversation with Jared, the store manager, not only did he accuse me of causing the stain and then trying to return it,  but he again only offered to replace the cushions and upholstery considering this was a floor item. I was ok with that option if he could guarantee me 2 things, 1) that the fabric would match and if not an exchange would be granted which he could not promise and 2) that this piece had never been in someone's home. At that very Jared admitted that this couch had indeed been in another customers home. This did not sit well with me and yet he still declined to exchange my purchase, as I was gladly willing to pay more for something new and not used or stained with urine or sweat. I immediately called into corporate customer service who told me they put a claim on and that I would hear back within 3 business days.  Angie,  who is a customer service supervisor, replied informing us we purchased a floor/discounted model and there are no returns or exchanges but they would gladly replace the cushions. She failed to respond to my email on 9/30  and I filed a claim through the better business bureau, who facilitated messages through myself and furniture row. I am not able to get anyone above Angie to get a legitimate answer to our stained couch and the fact it was USED, in someone else's home,  and returned and put BACK on the showroom floor. She did however inform me that three other customers purchased similar models,  who all still have the pieces in their home, so it was unlikely returned from any of them. We went into a new furniture store expecting to buy NEW furniture and 2200 for a sectional is not small purchase for us,  let alone the entire $3,600 purchase we spent with this establishment that day.  Had they been honest and up front and disclosed the information that this had a stain and was used,  we would have had the option not to buy the couch in the first place.  Had they been completely transparent about the transaction instead of trying to make a quick buck,  they would have made more money off the sale. I think it is extremely a poor business etiquette to 1) accuse the customer of staining the piece 2) basically insinuating we were lying about being told this piece was previously purchased  and 3) hiding the fact that we bought something used. I expect more to be done with this  before taking...

I would not recommend the Truman product! We have had the set for a year now and it has shown the amount of wear that our previous set took 10 years to show. Very poor quality. The cushions and arm surfaces are breaking down at an accelerated rate. I would also not recommend Furniture Row!!! The initial sale was great, and we have purchased items from them in the past, but this experience made the decision to never work with them again as that is what they chose to do with us. We started with the salesman while we were looking at bedroom sets, and he put a note in the file on the sofa and chair regarding our complaint with the excessive wear. We later called and requested they send someone out to look at the couch and chair. We were promised a call from the serviceman and never received it. This happened 3 more times with no results. We finally put a review in on Furniture Row’s website and received some help from the web service agent. This prompted a call from service with the promise again of a call back that never came. I finally reached out to Furniture Row Corporate Service, and they requested pictures of the wear. They confirmed the receipt of the pictures and promised a call back after the weekend. I received no call back but received the following response via email. “Foam cores have two distinct characteristics if they are defective. They will either be dry and crumble apart when squeezed, or they are doughy and if you push down, the imprint remains with no "return." These characteristics are very similar to either over-baked or under-baked bread. If the foam is just softer after many months of use, this is a sign of normal wear. In many cases, a favorite spot will receive more use than other seats and feel softer sooner. After viewing your pictures, it does not appear that there is a defect. The arms and right side seat (as facing) both show signs of wear. In addition to softening, it looks like there's a tendency to scoot forward in the right-side sofa seat, which has caused the foam to shift forward and down. Although this is considered wear and tear, not defect, it can be repaired by a furniture repair company.” So basically, they are saying it needs to be evaluated by touch and feel not by pictures. Furniture Row instead chose to not send someone out to feel or evaluate the cushions but used the pictures. They also chose not to call me back as promised to discuss this but sent the cold email. They have also chosen not to respond to the email I sent back to them to further justify why they chose not to evaluate the product in person. This set was purchased at Furniture Row Mishawaka, Indiana. I am glad we didn’t make the mistake of purchasing the bedroom set we were looking at after this experience. I will find somewhere else to spend my money...

The first time I tried to write this I exceeded the character limit so I'm just going to give the highlights but please trust and believe that a whole bunch of nonsense happened in between these highlights. I bought a sectional in February, it's now July and I still don't have my sectional. I could just stop there and it would be fine but let me tell you a little more of what I had to deal with. First, the wrong sectional was delivered, like a completely different model, then when the "correct" sectional was delivered(weeks later), they delivered the display model that had been sitting in the store. The "manager" (he actually wasn't the store manager, but hey what's one more lie in a mountain of lies) was condescending and unhelpful every time I spoke to him which was many as I was continually lied to about what they were doing to correct the situation. He wanted me to tell him what they should do instead of being proactive and correcting it without me having to ask them to. I ended up speaking with a woman from their corporate customer service office who was very nice, she called me a few days before the stay at home order was put into effect. I explained everything to her and she ended up telling me that an order was never placed for the correct sectional, so that was fun. She told me that she would get in touch with the store to figure out what was going on and assured me that all would be corrected but it may take a little longer due to the coronavirus. So now here we are today, they've re-opened their store and I've not received a single call back from any of them. Meanwhile, the display sectional is still in my house. So yeah, this isn't going to be everyone's experience but had I known what a nightmare this was going to be I never would have stepped foot in that store and I never will again. And so beware, because you may walk in there with your significant other and your child and buy a nice sectional from a nice sales person, but just know that you may never get that sectional and also know that the customer service is piss poor and you'll end up feeling defeated and they will actively try to make you feel that the entire thing is your fault and your responsibility to come up with a way to fix it....