Furniture Row® Dining & Bedroom Superstore — Local services in Commerce City

I simply cannot recommend this business after the complete ineptitude and lack intra-retail location business practices. Further, I cannot recommend this business as an information security professional. The practices employed at this location are irresponsible at best and potentially out of compliance with PCI-DSS at worst.

I was looking at the Castlerock chairs and flagged down a salesperson named Arvin. He told me they weren't in stock so I continued to look around. I then looked at the Adderly chairs. Initially, he said they weren't in stock but the computer he said they were. I bought them.

He told me to pick up at the Showroom. To be fair, he said to pick them up on Monday and this initial misunderstanding was my fault. Of course, the Showroom they didn't have any of the chairs when I arrived. The dock manager looked in the inventory and determined that the chairs were in stock at the Lakewood store. He called Arvin to explain the situation and told him to coordinate with Lakewood for pickup and to give me a credit of $60.

I returned to the store. Arvin spoke with his manager and they couldn't give me the $60 credit, which was fine because I never asked for it. He then contacted the Lakewood store and spoke with Patti. They confirmed I could pick up the chairs. He processed a refund for $10.65, for the tax difference. I left the store and drove to the Lakewood location.

Ten minutes later I received a phone call. Arvin, processed a refund mistakenly and needed to charge for increased tax in Lakewood. He asked for my credit card info so he could reverse the refund and charge instead.

Professionally I can say it is nearly impossible for a customer to ascertain the risk of giving credit card information over the phone. Nevertheless, this is what I do as a profession. Furniture Row's phones and registers are located in a common area and well within listening distance of employees and other customers while credit card numbers are regurgitated back over the phone for confirmation. How do I know the number isn't written down? What kind of background checks does Furniture Row perform. Are their phones on a segmented network? These are the questions I'm asking myself as I drive down the road at 60mph.

Which brings me to my next point; it is irresponsible to ask someone driving a car for their credit card information. I asked if the Lakewood store could process the difference? Arvin was adamant. Ultimately, I declined and asked to speak with a manager who apparently agreed with me.

When I arrived at Lakewood Patti quickly processed my pickup. The gentleman at the loading dock returned with my chairs. Only, these were not the chairs I purchased. Turns out Arvin processed the transaction for the Castlerock chairs instead of the Adderly chairs. Of course I didn't know the chair names at the time when I purchased them but these names will now be etched into my memory for eternity. Seriously, who knows the make/model/serial of their furniture?

The staff at Lakewood understood my frustration and were looking at other stores' inventory. Lonetree had 3 displays in stock. Patti told me to contact Arvin and coordinate with them. Unfortunately, Arvin said that Lonetree wouldn't allow me to pickup the displays. This surprised Patti and myself given Lonetree had an odd number(3) of chairs and Arvin's location had two. Nevertheless, after asking several times I gave up. I asked for a full refund.

Arvin obliged. At which point, he said he needed my credit card number to process the refund. You can imagine my surprise? Of course, no thank you. I drove back to execute a refund in person.

I don't expect a response to this novel of a review. This review could have ended after the first paragraph but I hope the additional context serves as a catalyst for Furniture Row to change some of its business practices, to provide additional training and to conduct business in a more cohesive and united way throughout its...

My experience with ordering furniture has been a disaster. I have been working with Brad who is supposed to be the “store manager” and he has absolutely NO IDEA WHAT HE IS DOING. This has been problem after problem. We went into the store to purchase a new dining table and a bed for our son. Once we got home we realized brad gave us the completely wrong receipt for a whole different customer. The next day we went back to get the correct receipt and good thing we did because after looking it over he ordered the wrong bed. We told him multiple times we wanted a full size and he gave us a twin. Once I pointed it out he corrected it and I had to pay additional money for the correct bed when he got it wrong. Now proceeding to getting our furniture delivered.. with our table we wanted a bench. Brad ordered the Wrong color of bench and it did not match our table one bit. The bench had to be returned and so I called Brad to have the correct bench delivered. He had told me that the new bench was ordered and that It was scheduled for delivery on Wednesday (which is today) He let me know that I would receive an email with a delivery time frame.. well I realized that I never got a time frame on delivery so I called Brad.. he then proceeds to tell me that THE BENCH WAS NEVER SET FOR DELIVERY. At this point I am furious. He is supposed to be a manger but cannot seem to do his job right. When I asked him why he tells me “I don’t have answer for you, I don’t know what I’m doing” if you don’t know what you are doing why are you a manager!?! Buying furniture for my new home was supposed to be a happy/fun thing and this has been absolutely horrible. I don’t believe it’s the store in general.. it was simply someone who clearly does not know a darn thing....

We were moving to a new home and picked out a dining set and bedroom set to be delivered. Unfortunately, we are still waiting on our bed and haven't had a wonderful experience the entire way through. First, we were told we couldn't receive a delivery until all of our pieces were in, even though we had paid two separate delivery and set up charges. Then, when everything was finally in, we received a call that the wrong bed parts were in the truck so we wouldn't be getting our bed with our delivery after all. The day of delivery, all pieces of furniture were delivered either damaged or defective and we had to schedule, yet again, another delivery date for replacement pieces. Finally, we received the call our correct bed parts were finally in, but we couldn't get a delivery date scheduled until a week later, even though we've already waited 2-3 weeks past the original delivery date. So, even though we were given a date of early to mid-July, it will now be August before we have our bed. We spent a great deal of time choosing our furniture, and wanted something better quality than some other large box store furniture places, so we also spent a large part of our furniture budget at this store. Since the purchases, we have not felt valued as customers. Not once has a manager called to help resolve the issues. Any compensation we received for the mishap was due to our own calling. Needless to say, we will not be returning to Furniture Row, nor will we refer our family and friends. In fact, we won't hesitate to share our story because of how frustrating and disappointing it has been, and we would have liked to have been spared the experience and loss of our hard-earned money...