Furniture Row Center — Attraction in Yakima

We spent almost $5,000.00 at this store and am deeply saddened to say I would pay double to never do business with this place again. Sales team was fine when you were on site but after purchase failed to follow through at all. Most of our purchases had to be ordered as they did not have it in stock (Which is fine) but failed to notify us an item had arrived in store after two plus weeks of waiting for the product. Its not the wait for the item, it is not being notified the item was in thus leading us to call in and ask if the item was in. You would think they had a system to notify customers that have already paid for the item, that it was in.

When the delivery of the first wave of items came in, the delivery guys tried to leave the cord for the power just laying on the floor and I had to ask them if they were going to leave it like that opposed to hiding the cord. After I asked when they were about leave, a part of the couch that was Velcro closed was used to hide the wires. I am very surprised I had to ask them to hide the cord for the plug in.

On to the next part. We purchased a table,chairs, bar stools, coffee table, sectional couch, dresser and an end table. Everything came assembled but the end table. I had a family member pick the last remaining items up (as the delivery fee is ridiculous) which included the dresser and end table. When he arrived the end table was in a box in pieces. Similar to something you would buy off amazon and receive free delivery for. When I purchased the end table at the store the item I saw and thought I purchased was assembled. I called the store to ask about this and they said "You can bring it back and we can assemble it as we don't want the item damaged in moving." BUT some how they were not worried about the rest of the items as they came assembled. If I had bought the end table from a box store, I would assume it was not assembled but the reason I purchased it from a FURNITURE STORE was because I thought you purchased furniture, not parts to make furniture.

Now on to the dresser that is assembled and packaged in a box (The same thing I thought they would do for an end table). We took it out of the box by ripping the cardboard by hand and instantly notice a scratch.

Next time if I want over priced furniture that requires assembly, I will...

We ordered a new couch from furniture row in February and it showed up just in time for our move. The sales team inside was very helpful and knowledgeable and should get a 5 star rating. Delivery time was spot on and and flawless. Once we got the couch out of the wrapping, we noticed that one piece of the sectional was broken. Called the store and told them what we found and they were super helpful, got a new piece on order for us right away, and this is where our experience started going down hill. When the couch got to the store, we set up a new delivery and they would just swap it out for us. Well we thought perhaps since we had to wait on a non broken couch we may be at the top of the delivery list, but they were booked 3 weeks out. Not the end of the world, but an inconvenience for sure. I called the night before delivery to get an estimated time in order to plan the next day and was told that the delivery team would contact me by the end of the day to get it set up. Didn’t hear anything until the morning of the delivery when I was told that their computer system was down and nobody received confirmation the night before, which is understandable. Unfortunately I could not leave my whole day open on this particular day so we had to reschedule. We had to wait another week and this was getting frustrating at this point. No fault of our own, the replacement couch had been in about a month by now but we were still on the back burner. When they finally did get here with the couch, they were not overly friendly, but they put it together...kind of. They were clearly in a hurry and later the couch started drifting apart. They did not get it put together but just quickly set it in place and then left some of the cardboard from the packaging behind in our flower bed. Not trying to be nit picky but felt that this was a good honest review. Inside sales 5/5. Delivery and...

Let me start by saying that the customer service we have received all-in-all hasn’t been too bad. BUT there has been multiple miscommunications and complications with the set of furniture we ordered 2/02/2023 (Couch, love seat, chair & ottoman)

Arrival time was as expected. But we were told our loveseat was damaged and we could either receive a discount for the damage, OR hold onto it until a replacement arrived. No big deal. It happens. We chose to hold onto the damaged one until a replacement arrived. There was however some damage to our chair we noticed after delivery (whole the size of a quarter or bigger from ripped apart stitching) which we also chose to get replaced. And some minor scratches on the couch that we accepted a discount for. So really the only thing that came without issue is the ottoman. Off to a rough start.

Fast forward 3 weeks and I get a phone call that our replacement chair has arrived and to schedule delivery. I inquired about how much longer for the loveseat and was told it was somehow never ordered.. Fast forward about 2 more weeks, I get a call this last Monday to schedule delivery for our furniture. Which i assumed was both of the pieces we had been waiting on… So we scheduled for that following Sat 1/27/2024 I had a queue & tracking number and everything… And AS we are waiting I get a phone call from the store that our chair came in and to schedule delivery (I was told it came in weeks ago and would be delivered) Apparently there was some mix up and was told that our loveseat came in damaged AGAIN and so it wasn’t even on the truck thats getting delivered. And that nothing was??? Starting to get very frustrated but the lack of communication. I understand that stuff comes up, but there have been multiple things piling up at this point and it’s starting to get not only confusing but...