The Furniture Warehouse — Attraction in Venice

Update: After posting my initial review with a 1 star, I spoke by phone to the Service Manager. She agreed to repair the sofa but also asked that I modify my review which I have done. I changed the rating. Warranty or Manufacturer Stated Warranty We warrant that the merchandise you purchase from us will be free from defects in material and workmanship for a period of one year. This warranty applies only to the original delivery address. Warranty exclusions: fabric wear, fading, or shrinkage of any fabric; normal cushion softening; damage or discoloration caused by sunlight; natural variation in graining or color of leather; bonded leather peeling; furnishings that have been altered by the purchaser; damage due to misuse, abuse, or accidents; variation of the color or graining of wood or wood products; surface variations, dimples, or swirl marks in lacquer. We will immediately make arrangements to have the problem corrected by a qualified furniture repair technician or have the product replaced if we determine the problem cannot be corrected." Love to hear their explanation that the sofa was repaired a few months ago on the same side. Exact same issue. "Normal cushion softening" was not an issue a few months ago. I provided photos of the "wear" when the sofa was 6 weeks old and compared them to photos taken this week. Same issue has occurred again. After speaking with the Service Manager, she still claims it is "normal wear and tear" but today agreed to repair it. The only Furniture Warehouse repairman sent out from the Venice store is very subjective. He had to return to the house after doing an incomplete job shortly after we received the sofa. He left us with a replacement piece on the sofa that he never checked to ensure that it was working properly. The sofa piece had lights that the repairman never check to see if they were operational. Really makes a customer question his competence and objectivity. Yet, their refusal to stand by their one year posted warranty is based on this individual's assessment. I look on social media for good recommendations and companies to avoid when looking for professional, ethical service. Less than a year ago, we bought a considerable amount of Furniture from the Venice Furniture Warehouse Store on 41. Honestly, buyers beware!! The only saving grace was that our salesperson was the Assistant Store Manager who went above and beyond what is typically expected from sales staff. Unfortunately, she was not the problem, it’s the company and their policies. Once you sign their contract to purchase furniture and they get your money, you are stuck. It states that there are no returns once the delivery is off the truck. Several of the first pieces of furniture arrived damaged. Replacement items were also damaged – yes, 3 times. When we wanted our money back, we were told – read the contract. Our reclining sofa was repaired and is now in need of the same repair that was completed in December. Padding is clearly defective. The sofa is less than a year old and they call it normal wear and tear; even though they repaired it in December. The sofa was purchased in October, 2024. Fortunately the Service Manager has agreed to uphold...

Absolutely the Worst Furniture Buying Experience I've Ever Had

I visited The Furniture Warehouse at 550 Seaboard Avenue on Thursday, June 12th, and was initially assisted by Kevin Lauritsen. My travel schedule gave me just one week to purchase and receive furniture, so I made it very clear from the beginning that fast delivery was essential. Kevin assured me repeatedly that this would not be an issue and that the furniture could be delivered within one business day.

We discussed the specific furniture pieces we wanted, and I told him I would return the following day—Friday, June 13th—after confirming sizing and colors. Kevin gave me his business card and said he looked forward to seeing us then. When we arrived on Friday, we were told Kevin was off—despite having said he’d be there. Confused but still hopeful, we returned on Saturday.

On Saturday morning, we confirmed that all items would fit, but Kevin suddenly said he needed to check with the vendor to confirm availability. This was surprising given that we had already told him exactly which pieces we wanted on Thursday, and he had reassured us it wouldn’t be a problem. He said he’d get back to us by the end of the day. He didn’t.

The store was closed Sunday, so we called Monday morning before heading in. Kevin said he still hadn’t contacted the vendor but would do so right away and get back to us. After waiting all day with no word, we returned to the store around 4:45 p.m. Kevin told us again that he hadn’t spoken to the vendor, but promised he would reach out first thing the next morning and call us by 10 a.m. As soon as we left the store, Kevin walked out directly behind us and left for the day—without contacting the vendor at all.

That 10 a.m. call the next morning never came either.

When we called Tuesday, Kevin claimed there was a misunderstanding and that our order was ready—we just needed to stop in and pay. However, when I asked him to confirm the order, he said that one of the chairs we wanted would actually take 6 to 8 weeks to arrive. This was completely unacceptable. We had made it clear from day one that everything had to be delivered within a week.

At this point, exhausted and out of time, I reluctantly settled for a chair I didn’t really want just to complete the purchase. We scheduled the delivery and asked if they could remove our old furniture. Kevin said they couldn’t haul it away but could take it to the curb. That seemed fair—until the delivery crew arrived.

The delivery team told us they do not move old furniture and that this was a common issue—sales associates making promises just to close a sale, even though those services aren’t offered. I then called the store and asked to speak with the manager. I was told he was with a client. I explained I was an extremely unhappy customer and left my name and number. No one ever called me back.

This was hands down the most frustrating and unprofessional customer service experience I’ve ever had. The lack of follow-through, miscommunication, false promises, and complete disregard for our time and needs were beyond disappointing. I would never recommend The Furniture...

Run away from this store the absolute worst experience I have ever had in my consumer life it all started December 28th when my husband and i came in from New York to furnish our Venice home we had purchased.due to covid a lot of the major stores such as Raymour and Macys etc had major delays in delivery and a family member suggested I go to the furniture warehouse which promised next day delivery although the quality of the furniture is that not that of your usual Raymore they did have some beautiful pieces we went ahead and purchased an entire house full of furniture and paid in full with the promise that the furniture would be delivered within a month although we were dissapointed we understood , said we would be back in New York and not in Florida but we would have somebody there for the delivery well it is now March and my furniture has been coming in multi deliveries piece by peice I have flown out to Florida or had a friend at my home numerous times on the promise that furniture will be there and it does not arrive and furniture that has arrived has been damaged I have called and spoke with the manager I have dealt with sending things back only to be charged a restocking fee I had a another delivery come today with the promise that all the pieces would be there and received a broken table and 2 missing chairs which still are not supposed to come for another month the manager even had the nerve to tell me I owed them money and then after reviewing it turned out they owed me money it has been one disaster after disaster with no apology from any sales representative at any time this has cost me time and money to go back-and-forth to Florida to pick up my furniture piece by piece and to have damaged furniture delivered I am now awaiting a call back from manager for over 2 hours in regard to the broken Table today that was delivered to my home today .absolutely disgusted with the service from this store I will never ever recommend this place to another person again and I have many family members and friends moving down to Florida what a shame. Be warned , i have waited 2 weeks sometimes for a call back from my messages and the only response is sorry we are so busy everyone is moving down here . When i last spoke to the manager 3 weeks ago i told him dont ever have that sales rep JT call me again and who calls me..JT..the same one who takes 2 weeks to return calls.. i am not a person who complains but i am so beyond fed up i wish i could just send everything back. And now the 2 chairs will take another month another rep said...they left a broken table upside down on my dining room floor today with no date of when they will be back to fix it ...im at a loss for words ..still waiting for a call back on the other wobbly 200 dollar dining chair they delivered 2...