Furniture Row — Local services in Aurora

UPDATE 8/12/20: After receiving customer care, I wish I could lower my rating from 1 star to 0. PLEASE DO NOT SHOP HERE. The reviews on this store speak for themselves. After several emails with Customer Care, they offered me worse options than I originally received by the store employees. See my Yelp review for a more detailed account.

PLEASE do not go here. Choose any other furniture row, or an AFW which has better selections. This was absolutely the worst customer service experience I've ever had in my life. To start, the employees had a subtly rude demeanor towards my friend and I from the moment we walked in. My friend had mentioned on our way out that she felt that we were being "talked down to" and I agreed. I assumed it was because I look young and they didn't take me seriously as a buyer. Upon purchasing our table, we were told to meet the warehouse guys out back to load it into our vehicle. We waited for approximately 5 minutes until a man came around the corner and said, "Do you guys have a question or something?" in the most condescending tone as he walked up. I showed him our receipt and he snatched it and started walking away just in time for me to say "Thank you" to his back. After a few minutes, him and another man loaded the table into my CARPETED vehicle face down. Strangely all of a sudden, the first man was being a lot nicer to me and even struck up a friendly conversation. (My friend and I also commented on this change in behavior when pulling away.) We got home after about a 15 minute drive and unloaded the table only to find that there were 3 large, deep gouges on 3 corners of the tabletop as well as dents and shallow scratches on other parts of the tabletop. All of a sudden the change in the man's attitude and the fact that they loaded it face down made sense. There was absolutely nothing in my car that could have caused this, and again, the back of my vehicle is carpeted.

After calling the store and speaking to 2 people who kept rerouting me, I finally got a callback from the salesman who sold us the table. This was the same salesman who physically walked around the table with me to inspect it for any damages, since it was a floor model table being sold at $99. It was in perfect condition when we saw it in the store. In more or less words, he kept repeating how sorry he was that the warehouse guys loaded it into our vehicle knowing that they had damaged it, and that they would accept my return of the table in exchange for a full refund. I explained that I still want to purchase this table style, but since it was the last one in store, I requested if I could bring the table back and have a new one shipped to my address. Basically, I was told absolutely not. Their resolution was that I bring the table back to their store, receive a refund, and get free shipping on a full priced version of the table online. So, they offered to give me a $49 shipping credit while I pay $300+ more for the online version. During the course of this conversation, his tone was not apologetic at all. He seemed irritated to be dealing with me, even though it was their warehouse workers who had JUST loaded a damaged table into my vehicle instead of doing the right thing and letting me know ahead of time instead of having to go through all of this.

I considered ordering the table online but after seeing the way this company handled this situation, I refuse to purchase anything more from them. This was confirmed by checking their online return policy which states that if any orders get damaged in shipping transit, they will not refund or credit you in any way and it becomes your problem. This was my first time shopping at Furniture Row, and it will be my last. It's a shame because I just purchased a new home in Cherry Creek and had a lot more furniture shopping planned at this store.

Support ANY other furniture store in the area, and trust me there are way better ones. If for any reason one of their employees ruins the item you just purchased and it happens to be the last one in store, they'll basically tell...

At this point I would give them 2 stars. Our experience in store was ok. Left alone to look at couches with no one to really ask questions to. Once my wife and I decided on a couch we did get someone to finally answer questions and decided to go ahead and get it. That was on April 3, 2021. Spent a total of $1,454.75 for the couch, set up/delivery, and some cleaning products. We were told delivery would be 1st week in May and and if any changes we would be contacted and kept in the loop. We called April 28 and spoke to a Taylor to find out about the couch and see if everything was still on track and he stated a text was sent to us to inform us it wouldn't be delivered until mid May now. I did not receive ant text or call. The reason we called is because we had not received and update as originally told. On May 8th we called to follow up to see if we are still on track for mid May and were told by Kosa not until end of May now. Still no phone calls or text from store. We called on May 19th and spoke to a Adrian just to see if any changes in the schedule and were told not until middle of June now. In the mean time we have gotten rid of our old couch, so really no place for company to sit except for a couple of rocking chairs and the kitchen chairs. Adrian also told me he would give us, at the time of delivery, when that happens, at this point who knows, credit back for the set up/delivery and another $100 off that purchase. So $189. I agreed to that and told him I would still like to speak to a manager and he told me one would contact me in the next day or two. This was on May 19 and still no phone calls from a Toby, Devon, or Travis the Managers he told me that one would contact me. Also we were told I could come back in and pick a different couch or get a refund. I said no I would like the couch we ordered, its the one we liked and picked out and just want what we have already paid for. Still haven't received any follow up calls from a managers. We only know about the changes in delivery because we've called. Any thoughts or similar experiences from any one would be appreciated. I guess I'm just really frustrated and disappointed in their customer service and communication skills when they were so quick to...

I have called them several times over the last few months about the extra warranty which I still have years left on. I bought it on our bed frame and all The furniture I have purchased from there. I haven’t had issues in the past with getting things replaced when they are damaged. That has not been the case with my bed frame. I called to tell them I needed someone to assess it as the bed frame had a crack in a main structure. Initially, they were going to send someone but didn’t notify me until the morning of that they were coming and no one was going to be home as my partner and I both have regular careers. I called multiple times to reschedule and when I finally got someone who wasn’t combative with me, she said we don’t do that. We need pictures and go see the furniture repair person. I don’t know about all of you, but I’ve had COVID and pneumonia for almost a month and couldn’t exactly pick up the heavy king size mattress to take photos.

Today I had to go to the ER for my pneumonia. I get home and all I want to do is go to Bed after 6 hours sitting in the ER. As I lay down and my partner lays down the bed frame fully cracks at the supports down the middle and the mattress falls inside the frame with us in it. The supports are split in half, and the side of the frame is cracked. My boyfriends shin was severely bruised and swelled up like an orange. My rib cage was dislocated. If only This has been addressed months ago when I called, we wouldn’t have gotten injured. I don’t know where we are supposed to sleep tonight or if they will even address this issue and get it fixed. This place was great 3 years ago, It is not great anymore. Take my advice, simply shop elsewhere. I’ll be calling Tomorrow and hopefully something...