Furniture Row — Local services in Colorado Springs

Horrible experience! Customer service is non-existent. We ordered bedroom furniture for our daughter in June. We were told one of the pieces wasn't available until September. That wasn't a problem. However, we were told if we wanted to get the pieces that were already in stock delivered right away, we would have to pay an extra delivery fee (because they would then be delivering to our house twice). That was lousy, but to save on fees, we opted to have all the pieces delivered together in September. When we were there in the store purchasing the furniture, we noticed that the media chest was an off white color while the rest of the furniture was a regular white. We brought this up to see if we could get the media chest in the regular white instead of off white. The lady we were working with said yes, absolutely, and that the media chest on the floor was an older model and all the new pieces were manufactured in the regular white. She guaranteed us it would arrive in the regular white. September comes and we schedule the delivery for the furniture, and lo and behold, the media chest that arrives is the off white color and looks completely different than the rest of the furniture. They also installed the headboard to the bed on backwards (my husband was able to fix it himself, but it was crazy that they didn't noticed they had installed it incorrectly). So we contacted the store and they said they would get us another media chest. We were not contacted by the store for their mess up, we had to contact them. So we had to wait even longer. We were told we would receive a call to confirm that the color of the second media chest was correct. Big surprise, no one called, so my husband had to call them again. They were scheduled to deliver the next day and no one had called us to confirm the color (like they said they would), so he had to make the call to see if they checked the color of the second media chest before bringing it to our house. The delivery for the second media chest was scheduled for this past Tuesday (October 17). So now we're in mid October without a complete bedroom set for our daughter. Mind you, we've been paying on this furniture since we purchased it, so for several months now. When they arrived on Tuesday with the new media chest, the top of the chest fell off. The delivery people seemed completely frustrated and told my husband this was the second piece of furniture that this had happened to that day. They ended up taking the media chest back with them because it wasn't functional. One of the delivery people called the store, and told my husband that the store would call us back either later that day or the next day to fix the issue. Of course, no one called. It's now Friday, and my husband finally had to call them, again. When he spoke to them, not only had they not ordered a new media chest, they seemed completely clueless as to what he was talking about (they actually asked him if he could send pictures of the damage, so they apparently had no record that the broken media chest was brought back to the store by the delivery drivers?). They say they will deliver it next week, but how much do you want to bet it arrives in the wrong color again. We've bought from other furniture stores in town with far superior customer service and they don't make you pay on the furniture until you receive it. We've been paying for months and still can't get the right pieces for our daughter! You would think they would be calling us and profusely apologizing, but this entire thing is a hot mess. It's been 4 months since we bought this furniture and they still can't get it right. Disappointed is an understatement. I will NEVER shop at this store again, what an awful experience. Save yourself the headache and shop for furniture...

UPDATE: The regional manger called and made it right. So I am bumping to 4 starts and want to give Kudos to the staff like Hunter, Daniel, and the Regional Manger (missed his name). Not to let one bad seed ruin the rating, but leaving the experience so customers can educate themselves on the warranty process and ask questions to avoid miscommunication. ORIGINAL POST: I am posting this with pictures on Google as the emails sent to the company are not being responded to. We first called back in November about the issue with our couch. We had bought other items with you guys before and all sales people were great and we had a wonderful purchasing experience in the past. We had purchased a 5 year warranty on our couch so we thought the process would be smooth. Many of our outlets stopped working and the fabric has worn down in spots to the point the couch is uncomfortable (due to plastic underneath). Lewis was very rude and tried to blame us several times for not calling us back and the condition of the couch. He finally agreed to fix it but said it would void the 5 year warranty. We were not OK with that, because the couch did not even last a year. We feared we would be in the same situation with no warranty. He finally agreed to store credit, so we came in to do the exchange. We decided to get other items because Lewis told us we would not be allowed to get another warranty on any couch (I am still confused on why?). We worked with Hunter, and he was wonderful, but when it came time to do the exchange Lewis was very rude. He complained out loud to Hunter (in front of many staff and customers) about us be "difficult" and how we were taking his “credit”. I was confused as he had already agreed to the exchange, and did not understand how we were difficult. It was embarrassing for both us and your staff. Hunter tried to smooth it over by pointing out he had just done an exchange with him that morning and he did not see what the issue was. Lewis then made it a point to say none of the items we purchases would allowed to be under warranty. I really don’t understand why using a warranty we paid extra for equaled us being treated with such disrespect. He acted like we abused the warranty somehow and I would like to know why he felt the need to be so rude to us? I think the owners should know how he is treating his customers and staff members. We had a member of your staff come to our house and look at the couch who admitted it was worn and broken. We also sent pictures to Lewis and tried to work with him. I tried to smooth things over during the exchange process by explaining he had already agreed to the exchange and reminded him by showing him the pictures I sent him of the couch. Hunter and other staff members (Daniel I think?) came over and apologized for his rude behavior. Also, several other staff had noted to us that many customers had issues with the same couch we purchased and Furniture Row no longer sells it for that reason. If that is the case then it is even more confusing to me on why the warranty seem to be such an issue. If your company knows the couch had issues and we paid extra for a 5 year warranty why would you not honor that? I think it is sad that Lewis holds a manger position and is allowed to be so disrespectful to staff so aggressive and rude to customers. Your other staff are so nice and respectful, perhaps they would be a better fit...

We have shopped here for years but, not sure why... perhaps the only option. American Furniture Warehouse has poor quality and FURNITURE ROW, their customer service follow ups and keeping promises is horrible.

We ordered 3 items, decent priced items. ( expensive) Chair came in, picked that up myself. A lazy boy. Then, we ordered 2 chaise and a couch. All these promises for delivery but, no one followed up. Moving up to month 3, still no couch. Want to know the reason? They don't have the fabric for the throw pillows. (Which are cheap) we said, send us the couch without the pillows; they can't.

So, if we didn't keep checking, we would have no furniture because PAUL, our sales person for years, (and I again am not sure why we keep returning), wasn't following up. He said, chair is available. I snagged that.

He did not tell us that not one item from your purchase would ship until ALL items are ready so, we had just a chair and nothing else in our living room.

We call and say, we are the customers, give us our stuff... crickets. We said we accept no pillows, just discount us..... crickets...then, we said have the Manager call. So, he did after conducting his "interviews" which i was told at like noon but, he called me and left a message at 721pm. Well, sorry manager, I already managed my office that day and missed your right before my kids go to bed phone call where you just told me how busy your Thursday was.

We never received our full refund for delivery and, when the chaise was dropped off, after waiting 2 months for our customer furniture, it had damage. No follow up from them after I told them.

So, little update, we ordered first week of January, it is now the second week of March ... and we have no couch delivery time but, they sure do have our thousands upon thousands of dollars.

Will not be returning. Will travel out of town for future furniture purchases.

Update: We worked with Angie who we assume handles elevated complaints. She advised us on what was really going on. We then got some clear communication, a temporary couch and, we were promised a 200 dollar refund and refund on all delivery fees. Ultimately, it took 4 months to get our couch while they had our money but, we did receive it l. We ordered on December 28th 2024 and received it on April 19, 2025.

Lewis also was more cordial, polite and responsive and provided a much better experience. Unfortunately, we won't be returning there but, glad they at least...