Furniture Row — Local services in Delta Charter Township

I had a pleasurable and fun experience looking for furniture here. The sales representative was attentive and listened to my needs and gave suggestions. Now I haven't gone through the delivery yet but I'm hoping my experience is just as amazing! UPDATE: I am changing my review of FR due to issues that arose AFTER my initial visit. While the experience in the store was favorable, the execution of the proper delivery, and follow up were not. I found that THIS part of customer experience is just as valuable in terms on the amount of money spent on merchandise purchased and delivery fees.

I won't go into exhaustive detail but here is the jist of it. What I purchased I did not receive upon delivery. The delivery process was tedious. However, the gentlemen who executed the delivery were professional and put the furniture together correctly. When dealing with the store about the issue I discovered that I was given the wrong frame. Initially there was no language from a sales rep (not the one I originally worked with in store) that I would be compensated for their error. It was suggested I "try out the current frame for a week." I did, could not due to my disability. Second week: Spoke with the same individual week prior, whom I instructed to connect me with the sales rep I worked with IN STORE. I requested all paperwork from the store I signed, read the fine print and managed to speak with the rep who graciously, and professionally compensated me for his error in selling, and setting up the incorrect frame, got me the original frame at the in store at the time of my visit. I also got no delivery charge. Now that is customer service! Unfortunately I had to wait another week which was annoying but it worked out. So, why only 1 star? I had no follow up call to see how the correct frame is working out and I believe a courtesy call goes a long way considering that I HAD TO FIGURE OUT AND INSIST HOW THEY WERE GOING TO CORRECT THEIR ERROR AT VERY LITTLE COST TO ME. This was not forth coming, I had to insist it get done based on circumstances. I should not have had to do that. Finally, why would I need a follow up call after all of that. The same 2 gentlemen who were professional (AAM) set my new frame up, however the third one (WM) was rude and left trash in my house instead of asking if he could throw it away. Looking at the the drawers on my bed frame they are not flush on either side, there are gaps. Is this acceptable? No! But instead of haggling again, I am going to either sell it/give it away when I get a new one. Based on my experience would I purchase from FR again? NO WAY!!! Not worth the time, money, waiting, or lack of professionalism except the 3 individuals I mentioned who were stellar. I do not know the name of the 2 AA MALES, BUT ALEX is the sales rep who decided to be a professional and correct the error he...

Well we went in for a mattress and by went in we just wanted to look. So we walked in the mattress door and looked at the first one we came to. Not long after someone came over and asked a few questions to narrow down what we should be looking at. We at this point bombarded the poor fella with questions. These were not the we want this and that type questions but the let's test your knowledge questions. To my surprise the fella answered every question and did not once contradict himself. Which I myself like trying on salespeople to see if they are being genuinely honest. This fella was as genuine as could be. After we narrowed down on a couple mattresses he left us to decide amongst the wife and myself. Bonus points to the salesman for this. We took our sweet time and decided to walk nextdoor and look at furniture. Again someone came over after a few minutes and again same great service. This furniture fella got a complete run around from us from one end of the store to the other. Finally we decided on a sectional but was not 100% happy with the 5 piece set and did the we will come back tomorrow as we were not satisfied with the look of the sectional thinking it was to big, loved the look and feel but just to big. The wife decided to tell the guy our thoughts and with out missing a beat the sale man suggests buying just certain parts of the sectional. The wife and I describe what we are looking for and he puts this sectional together with part 1,3, and 5. Bamm we have exactly what we are looking for. So now we are on our way back to the mattress section. The salesman is with a customer and we decide to walk to the other section of furniture row. We do some walking around and find a nice kitchen table we would like to purchase. We see our salesman from the furniture walking across from the other end of the building and wave him over. Once again nothing but professional and the ut most interest in making sure we are happy. Now back to the mattress section. The salesman ask if we still needed his help and proceeded to fill out the paper work for the mattress explaining that if we are not happy by any means with the new mattress to get a hold of him for a full refund no questions asked or for help making sure we are satisfied with another mattress. Overall I was very impressed with the actual care and thought that came from both Conner and John from furniture...

Yesterday was the 4, July. I went out looking for a recliner on sale hopefully in my size shorter than 5’. Our first stop was to Furniture Row. Where we were greeted by John Horton. Let me back up. I also brought a friend who was also looking for a recliner for her husband. John asked us what brought us in today. We told him we were both looking for recliner’s . One in my size short and one for my friend’s husband who is 6’2”. John took us to all the recliner’s pointed out the Electric and Manual chair’s. He let us look them over while standing near by listening to talk back and forth. Then he pointed out two of the smaller chair’s that looked comfortable and my size. They were very comfortable. Meaning they didn’t make me feel like I was being shoved forward out of the chair. The back of the chair meet my neck and cradled it with support. Most recliner’s cramp my neck because the support is higher up than my neck. John listened to what I was explaining to my friend. Then he had a better idea of how to best help me. He did the same with my friend. He went above and beyond to help us, so we knew what were looking for. That makes the difference. Furniture Row was our first stop. We spent all day in the greater Lansing area searching for recliner’s. John was the only person who stayed with us. The others were polite when we entered the door, however they only pointed to the area we were looking for . They did not stay or ask us any other questions. John was kind courteous and very helpful. I also want to say how great Jose Sanchez was. I returned today Tuesday 5, July to purchase the recliner I had decided on. Only to find out John Horton had today and tomorrow off. Jose asked if he could help me. I asked if they worked on Commission? He said yes. Then I said I would come back when John was here, but it would need to be Monday for me. Jose made all of it possible. John thank you again for your help. Happy Customer SJW of...