Furniture Row — Local services in Casper

I purchased a couch from Furniture Row in September 2024, and while I was initially told it would take 6-8 weeks for delivery, it ended up being over 12 weeks. Delays happen, and I was patient, but the real frustration started when the couch was finally delivered. The delivery team unwrapped the protective plastic outside—in the middle of snow—before bringing it in, leaving my brand-new couch wet upon arrival. That’s just gross negligence, plain and simple.

After completing a survey about my experience, I received a call from the store manager, Faith Fauber, who wanted to make things right. However, the only options I was offered were either a refund for the delivery fee or to reorder the couch entirely—meaning they’d take back the one I just waited months for, and I’d have to wait another 10-12 weeks for a replacement. Neither option felt like a true solution given the massive inconvenience and poor handling of my order.

Honestly, I’ve had furniture delivered from Big Lots with more care than what I experienced from Furniture Row. For a company that markets itself as a step above discount retailers, their service was anything but. Between the excessive wait, careless delivery, and lackluster resolution, they lost a customer that was wanting to do more business with them.

Edit: I was also charged $199 for a cleaning kit that I did not consent to purchasing, which qualifies as fraud in the inducement. I was initially willing to overlook this, but after the botched delivery job on my couch, it’s clear that this company is just downright unethical.

Additionally, Furniture Row’s response to my review was completely hollow. They provided a link to submit my concerns, which I did, only to receive a generic response saying they’re "sorry" and that they will "talk internally." Translation: They are taking zero accountability, and I am stuck paying for their incompetence.

Because of this, I will be pursuing legal options along with filing formal complaints with the BBB and Wyoming Attorney General. I would strongly caution anyone considering a purchase from...

Customer service responded to my review promptly and has corrected the issues and ensured delivery dates. I appreciate the willingness to correct the error and reach out. Hopefully the employees will just keep a dialogue with customers and be realistic about delivery times and dates.

We recently purchased a number of furniture pieces from Furniture Row. Their selection of couches and love seats, beds, and larger living room pieces was poor, so we ended up having to get those from another store. For the pieces we did buy, we were told that they would be in Casper in 5 to 7 business days, then we would get a call about scheduling a delivery date and time. Derek, the salesman, wasn't necessarily pushy but very insistent that we share our experience there with others. He went as far as asking us to send him pictures of the pieces once they're in our home. It's been over 2 weeks and we haven't received any calls or contact from Furniture Row. We have had to call multiple times and today learned that our furniture isn't even in Wyoming yet and we won't likely get any of it until late next week. No apology. No waiver of delivery charges (on thousands of dollars of furniture). They simply said that it was out of their hands. I could easily have looked these pieces up online and gotten them much sooner, and probably cheaper. Instead the salesman got a fat commission and never thought about the customers again. Most of the first month in our new home, which should be one of the most exciting times, will be spent without basic furniture and the company...

My husband and I had been comparative shopping for a living room set with specific dimensions that would fit the layout of a house we're building. We looked online and found options at several stores, but you really have to sit in a chair or on a couch to determine if it will be a good fit. We walked into Furniture Row in Casper WY just to browse with no intention of making a purchase immediately. However, the salesman, who gave us our space to peruse the storeroom while being relatively close by, mentioned that there was a doorbuster sale and led us to the set we saw online. We did like the quality of the materials and comfort, but were unsure about the dimensions. The salesman brought us a tape measurer and even helped move the two pieces so we could evaluate how it would look and function in our new house. I don't think I've ever been to a furniture store where the staff actually allow and even help you to move couches around! This sealed the deal for us. We ended up buying the set plus another one-of-a-kind item we hadn’t even been looking for! We got there 90 minutes before closing so we were able to find what we needed and even start a financing account before the store closed. We were very pleased with the available supply, the professionalism and courtesy of the salesman, the way he went above and beyond to help us, and the ease of checking out! I will definitely be making more purchases here and recommending this store...