Furniture Row — Local services in Amarillo

As first time buyers from Furniture Row, we are pretty disappointed. We ordered an ottoman, coffee table, and matching side table from this store on 09/02/2024. We were told it would take 3-4 weeks for our order to arrive. On 10/03/2024, my husband was called with news that our order was ready for pick-up. We rushed to the store, picked up our order, and took it home. The people taking our old coffee table were waiting for us when we got to our house, so they left with the table with which we were parting. We proceeded to unbox our three new pieces. The ottoman was okay. The side table appeared fine. The coffee table, however, had part of a foot split and dangling from the base, and the left side of the table where the storage drawers opened was damaged - a noticable crease went straight down the middle of the left half, warping both of the drawer handles and denting the wood in a straight line. We immediately contacted Furniture Row and spoke with Nita. We messaged photos of the damage. Nita agreed it looked like the coffee table was damaged at the manufacturer or something. We were told to bring the piece back ASAP before a new table could be ordered; we were also told it would be at least two weeks before another table would make it in from distribution - unless they could secure for us the same-model table being targeted to deliver to them the next week. We fully understood that the blemished table needed to be returned, but, with photo proof of the damages, why could we not hold onto the damaged table until the new table arrived, then swap them? We were told returning the item before a new one could be ordered was "policy." Therefore, after attending the funeral of a close family member the next day, we wasted gas to promptly return the coffee table to the store so the new table could be ordered rapidly. We hoped they would secure the table that was in transit to them for us since we were now completely without a staple furniture piece in our home. We called today (10/08) for an update on the coffee table. We spoke with Kirsten (?). We were told our new table was sitting at the distribution center still - "It was just ordered October 4th." I explained that we actually ordered weeks ago and that we had to reorder our coffee table on 10/04 because the coffee table we were sent home with on 10/03 was damaged. I further explained that we hurried back with the damaged coffee table because a new table like ours was scheduled to deliver the next week (around now). We were then told, "I'm not sure who spoke with you... I don't know why you were explained anything like this... An order from distribution takes at least two weeks." Awesome. We already waited a month. Now we were told to wait at minimum two more weeks. When this replacement process was initiated, we were told rushing the item was not an option available to them - not sure why, given the circumstances.. Anyway...I guess we just wait (again) and hope the next table does not arrive damaged, too...

On a brighter note, we will say that our purchasing experience with Irma was pleasant. She was kind and informative. She was also very personable every time we...

We have shopped at Furniture Row for years and have bought beds, coffee tables, etc. We decided to purchase a sectional and wanted a sturdy/ stain resistant one for our dogs and children. A salesman recommended several options for us that HE CLAIMED MET THOSE STANDARDS. We got our sectional delivered and within a week the electric reclining chair on the end broke. We are not big people (quite the opposite), we did not jump on it or do anything unusual. It literally broke just from being sat in a few times and using the reclining mechanism. We used our warranty and decided to try the separate love seat and couch set, hoping it would be sturdier. The same thing happened with the electric reclining mechanism THE FIRST TIME we used it. Yet again, we swapped out the couch and within a week, the seam in the center cushion was tearing. We called to try to claim the warranty again, but Furniture Row said it would be a big hassle for them to come out and sew it, so we should try to sew it ourselves. We tried and over time the rip just grew larger. We tried again to call with our concerns and after a couple of months of back and forth with the assistant manager, they finally decided to swap the couch for us. This brings us to today when our couch was scheduled to be delivered at 1:30 pm. The delivery team said they must take a picture of the damage and call the manager since this is their protocol. After the call, the delivery team reports they were instructed by the manager not to swap the couches because of the condition they were in (The condition the assistant manager was already aware of because we sent multiple photos throughout the process and he claimed he had discussed with the entire management team). The manager claimed the damage was our fault and was considered "pet neglect". Yes, our pets sit on our furniture, but it's not our fault the seam began ripping within one week of us receiving the product. The couch is clearly poorly made and should not continue to be sold as this is a very negligent business practice. I know the poor quality of the couch is not Furniture Row's fault, but a manufacturing issue. What bothers me is how Furniture Row handled our last warranty claim. I've been kicking myself for not reading the couch reviews on their website beforehand which also complain of seams ripping very quickly. I deeply deeply regret purchasing this set and wish I had gone...

If zero stars was an option that's what this sorry excuse for a business would get. They have given me, by far, the worst customer service I have ever received. Outside of actually purchasing my furniture, everything afterword has been a nightmare. It all started with the delivery. I was told my furniture would be in in two weeks. After waiting an extra week I had to call them to find out that my furniture had arrived and to schedule a delivery. I could've looked past that if the rest of the process would've have been handled more appropriately. After setting up my delivery date and time, I waited at home for my furniture to arrive. After it didn't show that day, I called to find out what happened. I was informed that the delivery driver had called in sick, but they couldn't be bothered to call to let me know. I was forced to reschedule my delivery for several days later, coming to about a month for my furniture to arrive after I had purchased it. To make matters worse, about 6 months after finally having it delivered a seam in my couch started to come unstitched. I called to have it replaced under warranty and again was told it would be 2-3 weeks for the new cushion to come and and be replaced. After waiting a month, I called back to find out why it was being delayed. I was given no other explaination other than it wasn't in yet. After repeating this process several times over the next three months, I was finally given the excuse that it was the manufactures fault the piece hadn't come in yet. Finally, about 5 months after placing the initial warranty call, I was called by the contractor, not anyone from Sofa Mart to inform me my replacement cushion was in and we scheduled a time for him to come over to replace it. lol and behold, the wrong color had been sent. I haven't heard anything since. No apology, update or otherwise, and I have no expectation of hearing from them again. I have given up trying and they have forever lost my business. So do yourself a favor and look elsewhere for your furniture (probably somewhere local, I'm sure local companies would be more receptive to their...