Furniture Row — Local services in Dacono

Edit** After sending me to a care specialist "Angie" they are still refusing to honor the warranty. Their employees are trained to inform you that the warranty will cover anything and everything without providing you with a brochure to disclose what is actually not covered. Angie would not even acknowledge how their employees sell the warranty when I asked her several times how they can sell a warranty like this when they do not actually cover anything. How can a company lie to your face and then "customer care" just brushed it off? Thanks, Angie, for the lack of help or care. You respond to all my reviews and act like you will resolve it and then you deny any wrongdoing in a private email.

We purchase a very expensive couch and were “sold” on the Allaway protection plan by Ericia for $399. We have several dogs and a toddler and expressed concern as we have never owned a nice couch in this price point or a leather couch. We were told by Ericia to not worry about dogs or any issues with children as with the protection plan everything was covered, and they would even replace the damaged section one time during the coverage period if they could not fix it. We were told ALL issues would be covered and were not given any brochure on the plan. Obviously, Ericia receives commission, and we were too dumb to realize this when purchasing it and since becoming aware of it on the spot – we were not able to do our own research on whether a plan is worth it or not. We would not have purchased the plan if we knew only a select small amount of damage was covered. We realized today that only damage caused by stains is covered and there’s is only a small list of what is considered a “covered stain”. We found it out when they denied our claim immediately with this reason “The AllAway Stain Protection Program is for limited accidental stains from single incident, but unfortunately, does not cover leather worn out from cleaning such as color loss, fading”. I was told by Ericia that it does not matter and that if there is damage that is what the insurance if for. Apparently, Furniture Row trains employees that it’s morally and ethically okay to say whatever is needed to the customer so they can get their commission; you don’t have to worry about it once they’re out the door. I could have used the $399 towards replacing the damaged piece rather than spending it on insurance that refused to cover anything. If I would have received this brochure on the coverage when I bought the couch I would have laughed and said no because of the short and limited list of what is covered. Glad Ericia sold her morals and ethics for %30 of the sale....

I have been a life long customer of furniture Row and somewhat feel the management has taken a turn. We have purchased a “Purple” mattress and years ago purchased a beautiful kitchen set! No issues and still love it! We were able to go back within a six month period and apply a sale to that purchase. (Total furniture expenses $20k in the last 10 years!!!!)

Recently we spent $5k+ and had issues after just a few days of delivery! Our power box for one of the recliners went out (within a few weeks), the couch that was delivered had crumbs as well… no biggy… take a vacume to it… called and had someone come out and repair although the manager had to return to staple the couch back together. I was grateful for the service. Within a few days I noticed the console lid had staples falling out and the lid began falling apart. The manager came back and stapled the couch and the console back together and offered to replace the lid (part of the warranty listed on the contract)….. I had to call to follow up! ok again no biggy but now I am questioning the quality of the furniture. When going back to get the lid of the console replaced I asked the manager if he would honor the current sale (since they honored it years ago). The manager became a bit huffy and puffy clarifying to me that he is doing everything he can to make me happy. I was in no way raising my voice or acting upset. A simple “no, I am sorry we can no longer honor these deals after a month + from purchase” would have been fine. It is not our fault we have had a couch for a little over a month and it continues to have issues.

The girls behind the counter were speaking with another customer regarding the managers car not running right…while I was awaiting to get the replacement lid. ok I get it he is having a bad day or week or whatever. Stay home next time.

Thousands of dollars later I am very disappointed. The service is a huge part! Poor Economy, inflation, simple economics, service should be at its best.

If I may say the original sales person we dealt with was amazing (Miguel). Miguel made the entire initial experience totally worth it but the manager should stay home next time. I would give Miguel five stars and even recommended my folks work with him when they decide to purchase furniture… word gets around. Good job Miguel! If I owned my own business I...

Worst experience possible. High prices, very poor quality, bad delivery and horrible customer service. I purchased an expensive leather reclining sofa. I don't mind paying for quality. We have had 3 delivery attempts, none remotely successful. The first time, the leather was damaged and it was delivered with 2 left backs and no right back. The 2nd time, the wiring was defective and the recliner didn't work. The 3rd time, the wrong color was delivered. After the 2nd delivery, I asked for the very small concession for expedited delivery, was told that wasn't possible. Instead, we go to the end of the queue each time. I opened a formal complaint, got no assistance. 3rd delivery team refused to take back the sofa with bad wiring. I just want my money back at this point. Who knows how long we'll wait for that.

Update - The Furniture Row social media person has told me it's all resolved because delivery #4 is scheduled for one week from today. Why do we have to wait a whole week? Because that's what's convenient for them. This is absolutely no concession, it's the delivery date we would have gotten if we'd bought the sofa today. They have done nothing to try to fix this in any way.

No one with any authority has made any attempt to contact us. We truly believe that delivery #4 will be wrong. I have contacted corporate customer service, that is another worthless effort. No one is doing anything whatsoever to fix this.

Update 10/19/19. Called to try to negotiate with the store manager regarding keeping & fixing faulty wiring sofa#2. Store manager did not speak to us, had sales rep return the call. Sales rep claims all issues are solved by delivery sofa #4 on Friday, one week after sofa #3 failure. The sales rep was quite hostile on the phone. We tried to play ball, getting ABSOLUTELY no reponse. Still NO contact from corporate customer service despite assurances that someone...