Furniture Row — Local services in Chattanooga

Great zero percent interest deals and really good selection. Should be five stars right? Wrong! While the staff is nice have them write down everything they say they will do because if not they will “forget”. Everything started with a visit and the salesman said he could finance for 84 months for purchases over 4K, great! I say I will come back the following weekend, keep up my side of the conversation find exactly what I want from a living room suit and a child’s bedroom suit and he wants to finance 48 months. Good news was on the first meeting he wrote what he would do on a business card so I showed him. He then says well it looks like it won’t qualify because it isn’t over 5k... ugh he said 4 and I reminded him, so he looks it up and sure enough it was 4K. Keep in mind I’m watching him enter this into an as400 system that I’m familiar with and watching him drop down the credit tab for all the options ranging down to 84 months. After this I just think no big deal, honest mistake and I’m glad we got it sorted... until I read the receipt and realized he missed the dresser with the kids bedroom suit. Next day I’m back at the office and bring it to his attention, he apologizes but then offers to finance it at a year? That’s not going to work, I’ll just buy it cash since the whole point was to keep this to a low monthly payment, not payments and are higher. When I mentioned just paying for it cash and walking out he call corporate and they figured it out. Awesome! Again mistakes happens and he said I would see it before the end of November.

Weekend before thanksgiving I call furniture row because I haven’t received a call to schedule a time for delivery and Rooms to go where I purchased the other sets called within 48 hours to lock in a date or time. I speak to the salesmen and explain I’m trying to plan when I need to be home and he puts me on hold. Salesmen comes back on the line and is mentioning dates in December and this is where I stop him to remind him that he said end of November however if he can make Dec 2nd work the other furniture is delivering then and I’ll be off work, then I’m placed on hold. Once again he returns and says earliest he can do is the 5th and I just let him know that won’t work. He says he will calla 3rd party delivery service and then he texts me to confirm ... turns out they are 50$ cheaper than the 200$ they charged me. Happy ending? Nope

Saturday the 29th is when my furniture suppose to deliver between 130 and 230. I’ve got friends coming over and a fun night planned... 230 comes no movers so I call the 3rd party and they say our guys got held up but are on their way to furniture row. 330, nothing, 430, nothing, I call again and am told they will be there shortly. At this point friends and family are over standing around because expected sectional with plenty of seating as well as other stuff isn’t here. 515 movers are here! They bust their tails to get everything moved in and are apologizing because they were delayed at FURNITURE ROW for an hour an a half while the order was being verified. At this point I don’t care we are so close to being done I’m just ready for it to be over. Movers walk in last part of sectional and I notice it isn’t right... they were giving the wrong recliner side. Another call to furniture row where I’m told it was marked incorrectly. Movers pack up to head back down and bring on the piece meanwhile party must go on. Remember bedroom suit? It hasn’t been put together because the movers assemble it and see having to go back and at this point it is about 630. 4 hours past delivery time. They finally return back with the right piece in the rain and bless them they get it inside put together everything and are gone by 830. Rough time? That isn’t all folks.

Next morning I wake up and look at the tv stand that was pre-assembled in packaging when the movers brought it in and I noticed on the shelving every single nail was shot in at an angle that split the top shelf below where the tv sits. I call, talk to salesman who says it will be replaced. Still...

I normally don’t leave huge reviews but my experience here calls for one so here goes. We had a budget of 2000 dollars to purchase a new sectional sofa. I did a lot of research and shopping around and finally found a sectional I loved at furniture row but it was 2500 would have been 3000 after taxes and delivery and warranty. In the clearance room they happen to have 4 of the 6 pieces of the sectional I wanted for 980. Which meant if the power worked on those pieces I would only have to order 2 pieces new and it would come out at 2,022. Talk about a stroke of luck. I was excited. This was my second trip there and I visited several other furniture stores as well. I live about 45 minutes away so I wanted to buy them that day so I wouldn’t have to come back until the two new pieces came in. I was also worried someone else would buy those pieces in clearance before I was able to make it back up there. There were about 2 other customers and about 4 employees that I saw. When I talked to Josh Frederick at the counter he immediately seemed annoyed he said it would have to wait because someone had to check the clearance items to see if they worked and what they needed. I told him I didn’t mind waiting but really needed to find out that day. Then his level of being annoyed with me went up several notches. He was constantly looking at his watch and texting on his phone during our conversation. He told me he wasn’t even supposed to be talking to the customers because he was supposed to be training and that there were more customers in the store than employees. There wasn’t. He started complaining that customers expect you to just drop everything and help them right then and that it takes time to check the clearance furniture. At that point I was getting angry I told him that some customers don’t live very close and can’t just come back when it’s convenient for him if he didn’t have time to help me could he please get someone else that could because I didn’t want to make another 45 minute trip because he was too busy to help me. At that point he realized he had made me upset and went to check the furniture. It took a total of about 10 minutes to get an extension cord and see if the power worked. There were several moments of awkward silence then he apologized several times for being irritable and said he was actually irritated with two other employees there. A professional would never take that out on the customer but whatever I told him not to worry about it I put a smile on my face ordered the other two pieces and wrapped up the transaction. I could have just left but I would have been the one losing out on a great deal and sectional that I loved. Later when my husband came to pick up the 4 pieces on clearance he apologized to him for being a jerk to me. My husband said that’s not a good way to do customer service is it? He just walked away as the other two workers loaded the furniture. I gave this review 3 stars because I love my new sectional. The quality of the furniture here is outstanding but if this review was based on customer service I would only give one star. I do recommend this place but I would call and see when Tim is working. He helped us the first time and was very friendly and helpful and didn’t act like he has better thing’s to do then deal with pesky customers. I only wish he would have been working the day...

We bought a couch from this store three weeks ago, on a Saturday. We went to several different stores and were most impressed with this store’s prices, options and customer service. I was told the couch would be in on that coming Monday. So, we rearranged the whole living room, moved out an old couch and tried to set up arrangements to pick up our new couch. Well, no call on Monday at all. So, my husband called up there and was greeted with a careless employee who didn’t apologize or offer any helpful information. So he called back to speak to a manager and was told it would be the next Sunday or Monday before our couch came in. The manager agreed to waive shipping costs, which was a great help because we left a lot of people who were willing to help in the dark too. Here we are, we are still sitting on a small uncomfortable futon in our living room, expecting the arrival of our new couch. Our House is a cluttered mess because we cleared the way for our new couch. It is now Wednesday night, with NO call, NO apology, NO couch, NO nothing. I don’t recommend them to anyone. That’s not good business to keep people in the dark and tell them dishonest information. Will we ever see our couch? Who knows?!? Our bank account saw it, but we’ve yet to see this promised new couch. I’m super disappointed! Beware!

Hello Jill, We are so sorry to hear about your delivery issues! Could you please send us a private message with the best way to contact you so we can get you an update. We apologize for the inconvenience and frustration this has caused and hope to hear from you soon. Thanks!

We were told it will be Wednesday or Thursday but still nothing definitive. We had company come in this weekend and we have NOTHING for them. That’s why we bought a sleeper sofa several weeks ago. I’m happy for the waived shipping fee but what about the couch? There has to be something more you can do.

Hello Jill, Thank you for that update. We added this to the customer care ticket we currently have open for you.

No one Called me for the previous ticket. Then, we get an email last night saying the couch will be here today from 9:30-12:30. My husband Anthony and I both work, so we couldn’t be here with a last minute warning. The only night or weekend delivery they had was NEXT Saturday. Not this Saturday but NEXT. You all should be ashamed of yourselves honestly. I have never seen business done so poorly. It should never be acceptable to drag...