Furniture Row — Attraction in Missoula

We spent a few thousand dollars a few years ago furnishing our new home. We decided to upgrade our queen mattress and bed frame from a queen to a king. I called to get price and was given an exact price. I live an hour away and drove to store that week where they did a bait and switch. They claimed they gave me price for panel sided bed and not drawer bed. I was very clear on the phone. Despite this we ordered new bed, mattress, and a chair spending $8000. Between both trips we had spent close to 15K there. The furniture was delivered 3 weeks later. The bed frame was a complete disaster. The sliding door was broken, one side had a large crack running through it, and the built in lights were flickering on and off shorting out. We required a replacement and our salesperson, a manager named Teresa, ordered a new one and said it would be delivered in another 2-3 weeks. 3 weeks passed and the bed arrived at the store but we were told they couldn't deliver to us for another 2 weeks. I thought this was unacceptable and called Teresa. So 8 weeks after we were told our bed frame, (one that wasn't damaged), would be delivered to our home in 2-3 weeks. Knowing our replacement was coming in why wasn’t a spot blocked for delivery ? Teresa was completely unapologetic on the phone pretty much saying, "This is just the way it is." I don't think the words "I'm sorry about this" ever left her mouth. You would think Furniture Row would care a little more about customers who spent 15K there.

In response to furniture rows response caring for customers. It’s nonsense. They gave me the same response when I emailed them what happened and they discussed nothing. Just a response email saying too bad.

NEW FRAME DELIVERED FINALLY AND LIGHTS SHORTING OUT YET AGAIN. FIRE HAZARD AND USELESS. CONTACTED FURNITURE ROW AGAIN FOR AN IMMEDIATE REMEDY. WE WILL SEE IF THEY ACTUALLY CARE THIS TIME.

The answer is no they really don’t. We are now waiting for our third headboard - one that isn’t damaged and without an electrical short. It will be another 3 weeks at the least before this one hopefully arrives- three months after our initial purchase. For all of this trouble and my wife having to take three days off of work to be there for delivery Furniture Row offered to refund us a whoppping $100. How incredibly generous. Shop somewhere else where they care about their customers.

This is furniture rows response after a third attempt at getting a damage free working headboard—

I'm afraid I have bad news. Unfortunately, we had two headboards arrive in Missoula and both have damage. At this point, after repeated attempts, I am not confident we can get the piece in to meet your satisfaction.

So furniture row has admitted they are incapable of providing damage free furniture after three...

I went in after driving close to 3 hours to purchase a full living room setup. I was greeted by a man who hardly gave a care in the world about making a sale. He told us to walk around and to let us know if we needed anything.

We immediately fell in love with the front light brown couch, love seat, and matching chair and ottoman.

The price tags are very confusing as we thought everything highlighted in yellow was included.

This man made fun of us and mocked us as he described that the price marked was actually around $5,000.00. Not the $1,500.00.

I was in the $3,000.00 budget and have been shopping around. This guy gave me the absolute worst customer service out of any funiture store I've been too.

Once we found another one we wanted, my fiancé had to go track him down only to find him playing games on his phone behind the sales desk.

After waiting for almost 5 minutes he returned. I asked him to run the numbers and again.... after waiting for a very long time he finally came back. He was very short and condescending. After that he told us it would be at least two weeks for what we wanted and that the coffee table was three months out.

Okay.

Me: I'll take the floor modle. Him: If "I" didn't have a floor model then what could I sell?

After looking around, there was the exact set in back not on display that would have been perfect.

Don't waste your time here. The employees just don't care. He even shook his head at me when asking about a unit that was just brought back as a return. I saw him talking to his manager and came back with the worst excuse ever which was nothing works on it.

I took my business elsewhere and found a way better deal along with an employee who actually gave us the time of day.

I would give you less than 1 star if possible and please fire that short man with the Broncos mask. He is poison to your company. He just lost you a $3,000.00 sale. I can only imagine how much more...

EDITED: September 2025 I've had nothing but headaches from the local Missoula store regarding the furniture we purchased the first week in April. Original timeline was a few weeks for a bed frame, and 6-8 weeks for a couch. 1st delivery resulted in damaged pieces for the bed frame- options were to have the pieces re-ordered and the delivery crew come back out to replace OR get a small refund. When we tried to ask for new pieces to be ordered, the salesman and store manager acted like it was a big hassle and basically coerced us into taking a small refund. Come August we still had not received any refund- I had to call on it and they said I would have to come in to the store to get it completed (purchased on a card); they finally did so over the phone but again it was treated like a "hassle" for them. The couch was finally delivered well over 3 months later (July), and after many calls to them in order to check on status (they never once reached out). The couch was missing most of the legs, and other pieces, which they said would be ordered immediately. The legs were never submitted for the order, and again after multiple calls the manager finally got them ordered supposedly. We still do not have the legs (Sept. 2025), and the manager sent over a delivery guy with legs he "miraculously" found in their warehouse; I asked specifically if they were the correct ones for our furniture and he ensured they were. Not only were they not correct, they weren't even all the same legs (different sizes, heights, and attachment/screw methods). Very disappointing customer service- I will never purchase from this store again.

Original: April 2025 Furniture Row had great selection of various items we were looking for (bedroom sets and living room furniture). Salesmen were very helpful & explained different options; helped get delivery set up with the...