Furniture City — Local services in Albuquerque

If I could give no stars i would. Please read entire review it is long but has useful information. First off about a year ago we purchased a bedroom set. When I picked up my items everything was in boxes except a night stand . When I asked if it was the floor model they assured me it was not but when I went inside there was one night stand missing from the display that was just there. They said the would order a replacement that never came. Now we were thinking of ordering a couch but told the salesman Mo who claimed to be part owner of the store why we were a little cautious of buying from them again.He said he wanted to make things right and offered free delivery and a slight discount on the extended warranty. We went ahead with the purchase and everything was fine until delivery time. We received a call from the receptionist on Monday who said Thursday and Friday were available and she would call me back to set a time. We never got a call back. That Thursday I get a call from the driver saying they were there to deliver the couches. I was not expecting a delivery as they never called me back and i was not available at the time. I guess they expected me to take 2 days off and just wait for them to show up. I call the store and get the same receptionist i talked to on Monday she asked if I could be available between 12 and 4 the time being 1:10 so she must be on a different time zone. I said I could be there at 230 and she said that wouldnt work and the next day was not available. I said just cancel my order and she very quickly reminded me there is a 30% restocking fee. I said there would be no fee and wanted to talk to a manager. Just my luck he had just stepped out and would call me back . After that she was no longer nice and became snippy. The general manager calls me back and i explain what happened and instead of trying to fix it his reply is also that there is a 30% restocking fee. So i say well the guy that sold us the furniture is the owner let me talk to him. He advises there are no owners in the building and wanted to know who my salesman was. I told him he should know and should have the paperwork showing who it was. He said Mo is your salesman and asked if i wanted to talk to him. So Mo gets on the line and i asked why the general manager said there are no owners when he said he was owner. He said yes I am part owner . This makes no sense to me. I tell Mo what is going on and he also reminds me several times there is a 30% restocking fee and him even being a owner cannot cancel the fee. I asked if this is the way they treat all their customers who have issues with their service and his response was yes he actually said yes. So basically they rope you into a sale and once they have your signature can treat you however they want because either way they get money either from the product you buy or from the crazy high restocking fee which in my case would have been over $700. Stay away...

I am beyond enraged. I received the WORST customer service ever from Furniture City! My husband and I ordered a bed from them on December 8. The bed was to include a bookcase headboard and a storage drawer in the footboard. The order also included a mattress. The sales associate informed us that the order would take 4 to 8 weeks and we happily agreed to wait in order to get the bed we wanted. We requested delivery and set up and paid for everything in full. Half way through the wait time I sent an email to check on the status and was informed that the rails for the bed were going to be delayed an additional 4 weeks. I was frustrated and asked what they could do to help, perhaps a discount? They offered to refund the delivery and set up fee, but ensured me that the bed would be delivered and set up. Again I waited. I called towards the end of February and was informed that the rails should be at the manufacturer by the 5th of March and then would be shipped to the store within two to three weeks. On Monday, March 15, I called again and was informed that the rails should arrive the following day and we would be contacted when they did. I inquired about the delivery and was told we didn't have delivery. I repeated the entire story and was then told oh yes, we will contact you to set up delivery. Today, March 18th, I called AGAIN. When I asked about the order I was informed it was at the store. I asked about delivery and was informed that there was no delivery for this order. At this point I asked to speak to a manager and was informed that he was loading an order for other customers. When asked if I wanted him to call me back I said I would rather remain on hold, since every other time I was told someone would call back they never did. I waited on hold for 30 minutes. When the manager finally spoke with me, I had to repeat my story AGAIN. He then told me that I did indeed have delivery, without apologizing for the fact that no one called to tell me the order was in. He then said there is a "small problem" with the order, the bed options where EITHER the bookcase headboard OR the storage footboard. He then asked me "So, which one do you want?" At this point I became enraged. I asked why in all the times I was in contact with someone from the store, no one told me that I could not have the bed I believed I had paid for. He responded with "I just saw this." I then demanded a refund and asked to speak with his supervisor. He informed me his supervisor is Sam, apparently the owner. Sam was unavailable at the time and he told me I can contact him sometime next week. When I informed the manager that neither I or my family would ever shop with this company again, he simply said "OK". I hope others...

I placed an order for a twin bed frame at this location on March 30, 2021. The sales guy was great! He even gave me a better price than the other Furniture City location. So I paid in full for the twin bed at the moment and was told it would be delivered by April to May and that I would get a call letting me know when it was in the store to go pick it up. I said alright cool.

Well it's now June, and I have gotten no call from Furniture City regarding my order. So I called them, and explained my situation. Lady that answered then said their systems were down and that she would call me back. She called back and said the bed was already in their store. I said well were you guys ever going to call me about it because I've been waiting for like 3 months now. She again said their systems were down, showed no concern about the 3 months I had already waited, and did not even offer an apology.

So I went to the store to pick up the twin bedframe I've been waiting for, waited about an 1hr to 1hr and a half outside (in 100 degree weather by the way) for the guys to tell me they had ordered the wrong bed. WOW. Okay. Great job Furniture City!

So I leave the store and call Furniture City about the wrong bed being ordered, hoping they would offer something to make this right. The Lady said, "yes the manager has placed your new order for the correct bed already and it will be 8-12 weeks for delivery". NO concern. NO apology. NO option to provide atleast a discount or heck, even an "I'm sorry about the inconvenience of us ordering the wrong item, let me get a manager on the line to see if there is something we can do to make this right for you". NOTHING. NADA.

Why are your sales guys AMAZING, but your Reps who are in charge of processing orders, so dull and lack concern and empathy statements in so many ways??? I wish your Reps who process orders and take phone calls would be just a little more empathic and atleast show some concern.

I will NEVER, EVER order anything from Furniture City again, and I would not recommend this place to anyone. They act super friendly when your SHOPPING, but once you place the order, customer service goes DOWN HILL.

TERRIBLE experience. And the lady that answered your phone, not sure if it was the same girl I talked to on both occasions, but she was SOOOOOOOO bad at showing any concern. Not even when I called to process the payment. No apology for the wrong bed ordered. No concern.

I DO NOT RECOMMEND THIS PLACE TO BUY FURNITURE. WORTH PAYING MORE SOMEWHERE ELSE AND GET BETTER CS SERVICE, I THINK.

IF THERE WAS A NEGATIVE STAR OPTION, ID GIVE YOU GUYS THAT. THANKS...