Furniture Row — Attraction in Terre Haute

We have always bought a lot of furniture from Furniture Row for the past 23 yrs. We have always been pleased with their service. The staff were always friendly and accommodating from the floor all the way to delivery. Today, this was not the case. We were extremely disappointed. Here's why: We were going to buy 5 dining room tabletops, a couple of wall mirrors and multiple other accessories including a light fixture.We were also going to buy multiple metal case displays which we were told at first is for sale throughout the store. After our sales person Nikki spoke to her manager, we were told 2 of the 3 display cases were already bought by store employees and they do not know when the other cases will be for sale. These cases were not marked sold by the way. We asked if the other items that we will buy could be held for delivery until the other display cases are available so all items could be delivered at one time. The manager Andrew said no, he can only hold these items for 48 hrs and he has not decided yet if he will even sell the display cases. This was not what the salesperson first told us. We spoke to Andrew, he would not even make eye contact, absolutely no customer service soft skills, no room for discussion. For loyal customers like us who have and is ready to purchase multiple items, one would think he would be more personable. But no. He said his company, Furniture Row, requires him to basically not be flexible. so we ended up not buying the tabletops, mirrors and all the items on our list. It is a shame. I guess, Furniture Row does not really want our business, nor are they interested in retaining...

Very disappointed in customer service. We had purchased a bed from Denver Mattress and while our salesperson was completing another order we went next door at Furniture Row to look at a headboard for our bed. There were no salesperson in site to help us. So, we returned to complete our order at Denver Mattress and mentioned to the salesperson we seen a headboard we were interested in. She informed us she would find a salesperson to help us. She spotted one sitting in one of the massage chairs and stated that's where you would normally find them. After deciding on a headboard I asked the salesperson if he could remove it from the rack since it was a displayed model and we couldn't get a clear look at the entire headboard. Unfortunately, the request seemed to be one that the salesperson didn't feel he needed to show me the item. His demeanor was poor! However, he did complete the request and we went to pay for our purchase. I asked the salesperson if the headboard could be delivered with the mattress and he stated yes. However, he asked what we were charged and looked over our sales receipt. He then consulted with his coworker and decided they would change us an additional delivery fee. I felt we were being charged twice for items being delivered in the same truck. So, I canceled our order. Please do better to serve your customers. My request was polite and we shouldn't have had to hunt for a salesperson, make a request without feeling like it was unreasonable and being charged twice for one...

I was greeted by John. I explained what I was looking for in a couch with the exact dimensions for my needs & he led me to the ones that would suit my needs, so I wouldn't have to walk all over, measuring each one. Being disabled, that helped me more than you know. It wasn't a perfect match for what I was looking for, but after looking elsewhere, I realized there wasn't going to be many choices for me to make. I was happy that Furniture Row had a close enough choice. I wish I could get it in my home sooner, but with the state the country is in right now, I am just happy to get one as soon as I can. I am getting used to a new normal like everyone else is. So getting it delivered in November, sure beats never getting a new couch at all. All in all, I am happy with today's visit. Thank You to John & the nice lady associate to came to check on me when John was busy. I am looking forward to getting my new couch...