Furniture Row — Local services in Charlotte

My gf and I came here January and were originally excited when we found a sectional that we really liked. We placed an order with our salesman, Jeff, paid $4k upfront, and set out to wait on the unfortunate 8-12 weeks we were told that it’d take to be built.

It seems after you part with your money with this “business”… all pleasantry or care for the customer just disappears. We called in February just to get some type of progress report…. I’ll admit, we were being too optimistic in thinking that there’d be a possibility for this “business” to come ahead of an expectation. We were told it looks like end of April is probably a best bet for the couch to be ready; So we waited.

We called back in April for a progress report… the lady on the phone asked me for my information and said it wasn’t ready. She then goes on to say, “Have you heard about the manufacturer for this couch?” I said, “No.” She goes on to tell me that they have halted production due to some sprinkler system malfunction and they would resume in May 31st. At the time of the call, I asked, “When did this happen?” And she says, “About a month and a half ago. We told our salesmen to contact their customers and let them know.” News flash: Jeff didn’t.

From there on it just seemed like they didn’t care about wasting my time…. It was just the pure apathy and canned responses from the staff and management that really ticked me off. The silver lining was that I got a full refund that I put towards a more quality couch at a more reputable company.

I would not recommend this company to anyone…. The negative reviews show the same story. They have a lot of traffic/customers so I’m guessing that they’re totally fine with treating a small percentage of them like chaff as long as they accidentally get it right with the others. Furniture sells itself…. They just pencil push the order. What’s hard is mending broken trust and going above and beyond to try course correct; something the employees at this location aren’t capable of. It’s honestly a representation of the owners.

Jeff didn’t even acknowledge me when I came in for my refund…. Spineless.

Edit 5/3/24: had a regional manager by the name of Keith leave me a voicemail after I assume he read this review. I appreciate someone “trying” to make amends but I only know it’s because I posted something publicly that makes them look bad…. How come the store manager didn’t reach out to me when I said I’d be coming in for refund to his employee? How come I didn’t get reached out to from a regional manager before I wrote this post? You guys are not proactive…. You’re reactive; a sign of bad management.

I’m not a charity case and I’m not taking this post down for a gift card or a...

We've worked with a few helpful people at Furniture Row, but our couch purchase has been frustrating.

18 months in, our cushion covers began tearing at the seams. I dropped into the store and a manager mentioned I could email him and he would help. I sent detailed pictures and descriptions. That email never got a reply.

I tried going straight to the manufacturer but their contact info wasn't public... they only work with the dealers.

I called Furniture Row again and they referred me to the manager. He's not available though, so I'm told he’d call me back. That call wasn't returned. This whole exchange happened twice.

One day I got lucky and this manager picked up my call. He told me he could order replacement covers and get back to me about the cost. Nothing was mentioned about my previous emails and calls, but hey, great news.

No return call. I got ahold of another employee who tells me that the covers had been ordered.

Wait, how much am I going to have to pay for this?

I don't actually know, he says, but I'll ask my manager and he'll call you back.

6 weeks go by and we get a phone call telling us that the covers are in. Hey, at least they called. They also offered to cover the cost, whatever it was. This was the one positive note about this experience.

I drove 45 minutes to the store to pick up the covers, only to find that they only ordered covers for the bottom cushions.

I'm laughing at this point.

Long story long, it took another 15 weeks to receive the remaining covers. We also didn't find out they were ready until we called for another update. To Furniture Row's credit, the experience cost us nothing. However, our couch has looked terrible for months and I'll be in this position again when the new covers fall apart.

On a side note, the $149 upsell for stain protection has been useless. I spent an hour documenting a leaky marker issue and opening a claim, only to get my claim denied several days later. This is more AllAway's fault and not Furniture Row's, but Furniture Row is pushing lackluster...

We bought a couch from them a couple years ago. Paid for the extended warranty which the sales girl made us to believe covered all damage and stains. Originally we had a flaw with the large section of the sectional that is one big cushion. They replaced it with another piece that had a seam in the middle. The original had no seam and one piece of fabric. The seam hasn’t held up and coming apart. This company refuses to do anything about it and said the warranty was only for stains. Very shady business. I won’t deal with them again. Giving us an obviously refurbished piece for a brand new couch then not making it right when it doesn’t hold up. Furthermore the rest of the couch Is falling apart. They obviously sell poorly manufactured furniture and don’t stand by their work. I have been trying to get a call from them and they are ignoring me. Also tried emailing the web address they have to others that have negative reviews and it isn’t even a valid email.

Edit. Furniture Row did pay to have someone come out and fix the seam on the chaise. So they did right by that and the manager I felt with was a good guy. Reason I am only charging to three stars is because the chaise should never have had a seam there in the first place and it will eventually come apart again and at that point I’ll have to buy a whole new couch. The location of that seam is just such a bad spot and never should have been there. I understand that it came from the manufacturer but furniture row should have never delivered me that in the first place. There is an outside chance I’d use them again because the manager there was pleasant...