Furniture Row — Attraction in Wichita

On the 4th of July I went to the West Kellogg Furniture Row location in Wichita Kansas. Over the last three years I have purchased 90% of my home furnishings from Furniture Row. I spent somewhere in the Avenue of $20,000 with your organization. Up to this point I've had great experiences the sales team is always been very helpful and professional with no hassle and I've had nothing but positive buying experiences with this location. When I went in to purchase the Isabella bedroom set for my four-year-old daughter I expected nothing less than the experiences that I've had up to this point. Unfortunately that didn't happen. After walking through the store with my fiance we selected the furniture that we were looking to purchase we proceeded to the front and the sales associates (late 30 s early 40s white male with glasses) assisted us. Come to find out the Isabella twin size bed was on backorder. I asked if there is a way to expedite the time frame he proceeded to tell me no. I then suggested that I could buy the floor model since I did not want to wait until October for a bed for my four year old. He proceeded to tell me that that was not an option. I told him that I've dealt with the store manager previously in making my purchases and that I would like to discuss it with the store manager. He then proceeded to get arrogant and stated to me that he is now the store manager. I then proceeded to tell him that's fine in the past the store manager found a way to work with me in making my purchases and I felt as if he wasn't. He then proceeded to tell me that's why the store manager was no longer there and now the store is being ran properly. The gentleman didn't bother to bring up my accounts or take into account the amount of money that I've spent with the organization over the last 3 years. I felt like he didn't want to help me in trying to resolve it or offer any other Solutions. I felt like he was over having to help me because of my previous relationship with the old store manager. I'm currently the head of commercial lending for A Credit Union Locally. I deal directly with small businesses and leaders within our community. I understand the importance of customer service, brand and customer retention. Although this is the current store manager I've chosen to do business with Furniture Row for the last 3 years because of customer service the no pressure sales tactics and the ease of transaction in dealing with the organization. I choose to do business with them. Before I allow one bad manager to be my Association of your brand I am asking if my purchase power means anything to your organization that this be made...

I purchased a custom dresser and sectional on Black Friday of 2024. The sales person that helped us was Stanley. From the very beginning he ordered the wrong dresser, wrong custom knobs and wrong color finish. I went back into the store and got the order corrected after having to point out and go back and forth that what he ordered was not what we wanted. Then when finally getting someone to help him they realized he also did not order the correct extension cable for the sectional. After correcting our order I came home and realized again that he put the wrong delivery address despite me correcting him while I was there. I called and was told they corrected the delivery address. Fast forward the sectional was to be delivered first and was sent to the wrong address before their store was open for me to be able to contact anyone and tell them it was not being delivered where it was supposed to. The custom dresser was to be delivered beginning of February. I called to check on status and was told it would be to their store in a few days and they would set up delivery. When I had not heard after a week I called today and was told my dresser was missing and was sent to the wrong store somewhere in Texas and they could give me zero clue where or when it would maybe get to me. I asked to speak to a member of management at this point because Stanley had been zero help and kept making mistake after mistake. Management was then no help and offered zero compensation or reassurance of when my piece would be delivered. We spent a lot of money to have the piece we wanted before the arrival of our first son. Now I have no dresser nowhere to put his things and no idea when it will get here if at all. When I said I wanted to cancel the order for a full refund I was told since it’s a custom piece that might not be an option. They claim I will hear something by Wednesday but have not been helpful, nor has anyone even apologized for their mistakes. I have bought all my furniture from them and will now never return. I would rather drive hours to shop somewhere that has better customer service and not an idiot employee who clearly can’t do his job. The entire time I tried to give grace and understand mistakes happens but they have...

This was not my first time buying from Furniture Row. No issues I recall with the first sofa set or the single recliner so I'll just rate on last which will keep me from shopping there again. Purchased a sectional when the promotion was tables and free TV. Sounded awesome. Found a set I liked only to find out the tables staged with the set were not the promotional ones. Surprise. The freebies were not to my taste or cheaply made. Of course I could pay more to get what I wanted and did so the free TV no longer free, it paid for the table upgrade. The sweet deal advertised quickly turning sour. Made the deal and went over budget with upgrade charge and warranty. Tables went on back order which delayed delivery. Out of the city so pretty sure I paid for delivery too. Nice. Eventually delivered. Coffee and end tables had some unappealing imperfections and when I called was told to bring them and they'd decide, be the judge if it was bad enough, to fix or replace. I paid for delivery for a reason. Not real easy to just throw these items in my purse and run on down for them to evaluate. Forget it. Note to self....don't purchase again. A few months later the end recliners both had mechanical issues. Called and again was told to bring it in because their lack of manpower wouldn't allow them to make a house call. After calling Corp. office, they did come out and couldn't fix so they took pieces with them and eventually repaired and returned. I'm so excited to say that my recliner broke again tonight. I cannot wait to once agin work with the local customer service that is much better making the sale than service...