Furniture Row — Local services in El Paso

Honestly I never leave reviews but this has been one of the worst experiences buying furniture if I could I would leave 0.The initial sales person who sold me my bed frame was great and very nice. After that it has just been downhill. Loved it thought the quality was okay about 9-10 months into having the bed frame it fell apart on us. I had purchased the one year warranty so I was like okay things happen it’s fine. I call them and I talk to Gaby. Right off the bat she was very rude she started saying that it could be me breaking the product. I explained and sent pictures of the damage and they finally agreed on replacing it because they don’t do refunds. I was like okay no worries wasn’t looking for a refund. I get it scheduled for replacement and then I go and pick it up bring it home and as soon as I open the box the same piece was already damaged. I called right away and was told that they would need to have a delivery person sent out to come and check to see if it wasn’t caused by me. I was like fine. 3 delivery guys show up about a couple weeks later and they all say that this has been an ongoing issue with this specific bed frame and could be a manufacturer issue. So I call back and tell them this and they agree to replace it one more time. I ended up replacing it with a completely different bed frame. About 3 weeks go by and I still hadn’t received it so I call and ask and they say it’s on back order it could take about 2 more months. I end up switching the bed frame again because that doesn’t work for us. I finally get the 3rd bed frame and I ask if I can go pick it up and Gaby for the 3rd time tells me no then proceeds to tell me “in the nicest way I don’t trust your not the one damaging the product” I was like seriously why would I go out of my way to buy something and then damage it myself like what!!. Rudest and most...

The lack of customer service at this establishment if very unprofessional. This was my family’s first big furniture purchase, spending thousands of dollars of our hard earned money. Alonso (Furniture Row Manager) had never reached out to keep us abreast of the status of our furniture deliveries. My wife and I had to contact the facility on multiple occasions where we were provided false information with them stating they were updating our contact information. Our dining room set was not within the parameters of the estimated time of arrival and had we not contacted them they likely would still have it at their facility. When it was time to deliver the dining room set we were contacted by their delivery representative as they had our delivery shown as being cancelled in their system which we did not request. Fast forward to this week where we were supposed to receive our bedroom set which should have been delivered this past Wednesday only for no one to reach out again the day prior nor the day of delivery. We had to again contact this facility to ask what happened with our delivery. We were told yet again that our delivery had been cancelled and could not tell me why it was. We were also told our sofa which was estimate to arrive in 8-10 weeks per their invoice was now estimated to arrive in 12 weeks. This would put our sofa delivery possibly after Easter which would be more upsetting as we are planning to host at our new home with our new furniture but now may not have sofas for our family to sit on. Lastly, this morning I had contacted Furniture Row El Paso and had asked to speak with Alonso’s supervisor. I was told Jorge would be contacting me. As of right now I am still waiting on...

First off need to say that the staff was more than helpful, kind and courteous through all our interactions, this review is on the products and the lack of quality.

Needed 4 bar stools/chairs for the house and we usually shop at Ashley furniture but they didn’t have what we were looking for and usually on the expensive side. Furniture row had what we were looking for and for $150 a chair we didn’t think that was unreasonable. That was February and fast forward to today 5/17 (covid and the winter storm caused delays, understandable) when I’m assembling the chairs, I find that the holes in the frames are oblong, misplaced, off center, almost too big for the provided washers and just punched in or pressed, not drilled like you’d expect. The lack of quality I found and you’ll see in the photos is what you’d expect from a Walmart or lower end product but not $150 chairs, at least that was my opinion before today. There were a few holes that were too big that I had to use washers I had just to ensure the bolts didn’t rip through and cause someone to fall because the chair broke. Pretty let down while assembling the chairs, just want others to be aware of what to expect and possibly receive when ordering from here. Will likely continue to shop at Ashley furniture and pay a little more...