Furniture Row — Local services in Draper

I've been getting my furniture from this location for around 10 years now and unfortunately they are no longer as good as they once were. The quality of their products seems to have remained consistent, but the customer service they offer has fallen off of a cliff.

I purchased a new couch back in January of this year. I was given an estimate of 8-10 weeks before the couch is in their warehouse and a total of 10-14 weeks for me to actually have the couch in my house. Fast forward to mid-June and I hadn't heard a single word from them. We were at 17 weeks since purchase, so 3 weeks late on their latest estimate. I decided to call to see what was going on.

It was explained to me that they hadn't been calling me because the rep that sold me the couch is no longer with the company. They actually wanted me to believe that's an acceptable reason for the company to not contact me and that having an off-boarding process to distribute these things to other workers isn't a thing at all.

Additionally, a few weeks ago the manufacturer decided to call and say that they won't be able to get the couch to Furniture Row's warehouse until late June or early July. So my couch isn't late because the manufacturer changed the estimate. This is problematic because the estimate for the manufacturer was 8-10 weeks. According to the story they told me, the manufacturer called at week 12. So it was already late. You can't just decide that something isn't late anymore because you have a new estimate. Also, this is problematic because I was never contacted about it.

I explained to them that I was told this was a very firm estimate and that 14 weeks would be the longest I'd have to wait. I explained that we have events planned where we are planning on using these. We gave ourselves a few weeks buffer, but no one has been contacting us, so we didn't know we needed to make other plans. I explained the inconvenience of this and asked what they could do to help remedy this situation and they told me that there was nothing they could do. I asked if they could, at the very least, do something like deliver the couch for free to my house, and they declined. They seem to think that this couch isn't late and that the lack of communication is okay.

I'm most concerned that no one seems to be taking ownership of this. This is all the employee's fault who no longer works with them. There's 0 accountability anymore in helping a customer have a good experience. So, unfortunately, I'm forced to change my opinion on this location and start telling people to look elsewhere. You'll have a much better experience with a...

12/23/2023 UPDATE- So the defective furniture saga continues! After sending pictures and video of the defective chair and ottoman, it was agreed that it was defective, a new chair and ottoman were ordered. Well they were delivered today, and taken back. The delivery guys, who are awesome, cut the plastic open on the chair and I reached in to check the arms and they are just as bad if not worse than the original. Even both delivery guys agreed. There was no sense in even opening the whole thing. The ottoman is exactly like the first, sits way higher than what’s shown on line and even measures higher by a couple inches than the listed dimensions online. So I’ve wasted yet another day hanging around for a defective furniture delivery. My question to Furniture Row is why wasn’t the chair inspected prior to sending it out? You knew what the defects were, I sent video and pictures. Seems someone should have inspected it prior to wasting my time and the delivery guys time. Oh and I’ve still been unsuccessful at leaving a negative review on Furniture Row website for these items. I will continue to post updates as the defective furniture saga unfolds!

12/10/2023 UPDATE- So I have changed my review to one star. Not for anything the salesperson has done. My most recent purchase of a chair and ottoman- both pieces are inferior to the matching couch that I purchased 2 months ago. Chair is awful in construction, ottoman is to high, over 2" taller than the online specs say, makes for very uncomfortable sitting.

The biggest reason for the change in stars, besides awful furniture, is Furniture Rows website will not allow me to leave a one start review!! I've tried it from several different devices and it will not allow me to submit it, guess cause its one star! Let the truth be told Furniture Row! If some one has a negative review that should show up just like a positive! I'm sure this line of furniture doesn't have such high reviews like the website shows, but since you don't allow one star reviews it makes the overall reviews look better!! A total shame as I had such a positive initial experience, now I'm stuck with a junk piece of furniture!!

Outstanding customer service! They helped get my order scheduled to be delivered upon my relocation to Utah. Will definitely be back for more furniture once I get moved. Update- So I got moved and went back for more furniture. A great experience, the salesperson actually remembered who I was and what I was coming in to purchase! Fast simple and super easy. Can’t...

What started out as a wonderful experience ended up not so wonderful. We bought a nice Ivory Rect Marble Table in the clearance section. The only thing wrong with it was a chip at the corner of the table. No problem. The table was heavy, and we wanted it up on the 2nd floor of our home so it was suggested by two people in the store to have it delivered, and we did for a delivery fee. No problem because the table was in perfect condition except for the chip in the marble.

Well, the table was delivered this week and when I started to set up things on top of the table, I noticed one of the legs was slanted. I looked at it closely thinking the leg may be loose but instead saw a huge crack in it (see picture) that goes entirely through the wood. I called the store and spoke to the salesperson who said there was no warranty on the table because it was sold “as-is.” I told the salesperson when we bought it “as-is” the leg was not damaged. The salesperson’s response was even if something happened to it during delivery they wouldn’t cover it and we were told that at the store. I checked with two others who were there with me and none of us heard anyone say that. As a matter of fact, we were told by the salesperson and another employee it would be a good idea to have the table delivered because the delivery people would be able to handle getting it into the room without any issues which I assumed was without any damage. According to two people in my home, they dropped it a couple of times before getting it into the room.

Here’s the deal: I understand “as-is,” however when the table was sold ”as-is” it was perfect except for the chip in the marble. The salesperson told us we “got a steal” because of its condition. So the table leg was damaged between the time it was sold to me and the time it was delivered. I do not want to return the table. I’d simply like the leg fixed or replaced since there wasn't any leg damage when I...