Furniture Row — Local services in Corpus Christi

TL;DR at bottom. Full review details will be quite lengthy.

We placed two separate orders on Apr 14 and 16, 2020. Had to place online due to COVID having the place shut down. No problem there, except that when trying to take advantage of the 0% financing, I was transferred between several people as the site was down, only to find out I could only apply for this in person, so I couldn't use this. Very frustrating right off the bat, but life goes on. Order one was set to be delivered in 2-3 weeks, while order two was set to be delivered in 4-6 weeks. Not a problem. At approx week 5 (don't have exact date handy, but was well past 2-3 weeks), part of order one arrived. The couches were wrapped up in plastic nice and neat, and the delivery drivers wanted my wife to sign off on them without inspecting them first. When my wife stated she wanted to unwrap and inspect prior to signing anything, one of the drivers literally scoffed in her face. After verification that couches were in good shape, she signed off and they were on their way. Fast forward one week. After multiple calls, it was determined that our bedroom set had actually arrived previously, but due to an error with the online order, it never showed at the store (ordered bedroom set, dining room set, and couches on same order, however their website couldn't differentiate that they are technically two stores. Unbelievable and unacceptable this day and age). No priority was given to get the furniture delivered, so I went to the store to pick up. While assembling, it was found that the mirror wouldn't attach to the dresser, nor did the color match, due to what ended up being a different manufacturer was used. Since it was ordered online, had to jump through hoops and made several phone calls between the CC store and the online store to get my refund. While going through all of that, I was also promised a $100 refund for my issues. As of this post, it has not been received and I'm not holding my breath... Fast forward another week and our dining room table arrived along with 5 of the 6 chairs, along with three items from order two. Two chairs arrived damaged (paint and scratches on the legs), as well as the table top. Informed the store and replacements were ordered. No issues with anything from order two. This week (June 17), the replacement table top and chairs arrived, along with the last item (bed frame) from order two, however the missing chair still wasn't here. The delivery personnel assembled everything, only to find out that the bed frame wasn't put together 100%. Multiple bolts that secure the head/foot boards to the side rails weren't put in, and were left just lying on the floor. Thankfully, this didn't effect the stability of the mattress as it was for my child. They also mentioned that we should've just used a pin or marker to color in where the tabletop was damaged. Sorry, but if I'm spending good money on a table, it better be in perfect condition, or offered at a discounted price. I called the store to ask about the missing chair, and come to find out it was at the store already, but didn't ask how long it had been there. As I didn't want to wait another week to get it, I stopped by to pick it up and assembled myself with no issues. After all was said and done, it took nine weeks to get everything we ordered. Never in my life have I had such a headache trying to order furniture. The only reason Furniture Row even get one star is because the sales employees that we dealt with (Kevin and Diana) were very kind and professional, and did everything they could to help us out and make it right. They were wonderful to work with for how terrible this experience was, and thankfully the furniture is real nice. *Had to shorten review due to character limit.

TL;DR: Took nine weeks and several trips to get all of our furniture delivered instead of the 2-3 and 4-6 we were promised. Two delivery issues. Inside sales managers we worked with were great and did what they could to make the best of a terrible situation....

Updated 6/16/2020. Jennifer commented below my original review to contact their customer support about my negative review. I did, I spent my time following the steps and this was her response:

Jodie,

Thank you for contacting us with this concern. I am so sorry to hear you didn't receive the type of service from our Corpus Christi store that we strive for and expect! Customer Service is very important to us and we want all of our customers to feel valued and have a positive experience.  Again, I am so sorry this was not the case for you.

We appreciate you bringing this matter to our attention so that we can address it internally with the staff involved. It has been shared with their Regional Sales Manager and we hope your feedback will help us improve our service for others.

If you have any additional questions or if I can help in any way, please let us know.

Most sincerely, Angie

I feel like it's a bs computer generated response and they could have just responded to my google review instead of further wasting my time. I stated my dissatisfaction with their response and she said she can't give me personnel information. I NEVER ASKED FOR PERSONNEL INFORMATION. But an apology from the rude person who works there or their manager NOT someone who had nothing to do with the interaction would have gone a long way. Improving customer service is indeed a big problem for Furniture Row. Total BS response.

Original review:

Our first experience was with Denver Mattress. Great price for a good quality bed. Our sales person even gave us reminders to rotate the mattress. Fast forward a couple of years we purchased a new sectional from there. Walked in completely ignored for 30 minutes we had to walk up to the counter with three employees and no other customers. Our presence was almost an inconvenience. But honestly my husband and I hate shopping around. Found one and bought it. Delivery took forever and the guys broke a chair and tried to cover it up. Whatever moving on... we bought a dining room set 3 weeks ago online finally came in. Went to get it same warm reception (not). Brought it home and were missing important screws for 4 of the 6 chairs. Called 4 times before someone picked up. They are NEVER busy when we go there we spoke with Diana who was with a customer and said she would call back. When? I asked. 20 minutes. I called her back in 30. She was no help and snooty for lack of a better word. I told her I purchased online and she said we'd have to call them. I did and Ethan was awesome solved our problem super quick. I dont know what furniture store the other people on here are walking into but I ALWAYS have a bad to negative experience in their store. After this table I will take my money elsewhere. Terrible customer service in...

Furniture Row: Buyer Beware - Factual Negative Review Product Quality Concerns:

Purchased six major furniture pieces three years ago. All six items exhibit damage within four years of purchase, raising concerns about durability and construction quality. Specific examples of damage could include: Fading or peeling upholstery Warped or cracked wood frames Loose joints or broken hardware Stains or tears in fabric Damage suggests furniture may not be suitable for long-term use.

Pushy Sales Tactics:

Salesperson prioritized obtaining a down payment rather than genuine customer service. Upon attempting to cancel the purchase within the allowed timeframe, the salesperson's demeanor shifted noticeably. Tactics used to pressure purchase completion could include: Dismissive or condescending attitude Intimidation or guilt-tripping language Misinformation about return policies or cancellation rights Such tactics create an uncomfortable and manipulative buying experience.

Customer Service Issues:

Based on online reviews, negative experiences with customer service seem common. Examples of reported issues could include: Difficulty obtaining returns or repairs Long wait times and unhelpful customer service representatives Unwillingness to address customer concerns in a timely or satisfactory manner These reports suggest potential challenges if you encounter problems with your purchase. Recommendation:

Based on my personal experience and online reviews, I cannot recommend Furniture Row due to concerns about product quality, pushy sales tactics, and potential customer service issues. Before making a purchase, consider researching alternative furniture stores and thoroughly reading...