Furniture Row — Local services in Fort Wayne

I really like my new furniture from Furniture Row. We purchased a sofa, 2 recliners & two tables, and John was our salesman...and the only reason I'm giving 2 stars instead of 1 star. He was the only positive experience of this visit.

#1 - the delivery - the men brought our furniture (took 3 weeks instead of 1 for delivery) and one side of the sofa didn't work due to a faulty power box, but instead of letting us know they LITERALLY snuck out of our house without letting us know they were even leaving or that we'd need a new power box.

#2 - contacted the manager, Roger, as soon as we discovered the men had left and the couch wasn't operational. Roger was okay...said he didn't know why they'd do that without checking...that was normal protocol, but he'd have a repair person give us a call to let us know when they'd get us the replacement power box. Never got a callback.

#3 - after waiting a week for a callback I went ahead and contacted the store - AND THIS WAS THE ABSOLUTE WORST TREATMENT AND THE REASON I'M WRITING A NEGATIVE REVIEW. I called the store about 10 minutes after opening (10:10am) and JUDY picked up the phone. Immediately I could tell she did not want to talk to me let alone help me. I tried to be extremely nice and understanding (usually seems more helpful than being ugly). I initially asked for Roger, but she said "He doesn't work here anymore" so I let her know that I had a faulty power box for my recliner and Roger had said someone would be calling me about it.

No apologies AT ALL...she then put me on hold for 7 minutes (yes, I timed it), came back on and called me the wrong name...says "SO THE BUTTON DON'T WORK?" I let her know again the button was fine it was just a bad power box and I just want to come in and pick up a replacement.

She said okay she'd look for one "in a bit" and call me back. FOUR HOURS LATER...I called the store again and got to speak with John (thank goodness!). I told him what was going on...and he actually apologized, put me on a brief hold and came back to tell me he'd have a replacement power box waiting for me. When I picked up my part...Judy was standing at the front desk...completely ignored me, so John came up to the desk and asked how he could help...I said my name and Judy looked at me and quickly walked away (of course, no apology).

My point is...Judy is AWFUL!!!!! I don't care if you're have the worst day ever...if you work in customer service/sales you don't treat people like that! Especially when they are trying to be kind and understanding...considering I could have gotten downright hateful...

The buying process was ok. Angela was willing to spend time looking at mattresses. She was willing to work on price and made a deal happen. Bought some bedroom furniture from Ritchie. He was unwilling to talk about price. I felt like we were dealing with a quality place so didn't discuss price any further. That was the end of the positive experience. Delivery was "guaranteed" within 10-14 days. By day 13 I hadn't heard from anyone so I called. Was told everything showed up the day before but because the salesperson was off for 2 days they would normally call the next day. Scheduled the delivery for the 17th day after our purchase. At the delivery I was immediately told what the delivery guys were not going to do. Ritchie was quick to call and tell us that. As the delivery guys were working on the bed I paid to have delivered and set up one of the guys quit and left leaving 1 guy to deliver a king size mattress and 2 dressers up a flight of stairs. As the delivery guy called Ritchie to tell him this, the delivery guy was questioned as to why he was setting up my stuff I didn't pay to have set up even after he told Ritchie I was willing to help bring the rest of the stuff up and not ask for any money refunded back. I helped the delivery guy bring up the rest of the stuff and he left 3 hours after his arrival. The delivery guy did as well as he could with just one guy. Angela did fine since she probably didn't know what was going on with the delivery but Ritchie was not very understanding of the situation from his company. And do you think I was called by a salesperson the next day to apologize for the situation, nope. 2 days now and no call and no apology from the people who made the commission. I will be in the market for some more furniture in the very near future and will not be contacting them for my next purchase

Update: Was Contacted by Ritchie today. Was very apologetic and acknowlege that there were things that could have been done on their part that would of made this transaction easier or smoother. It is refreshing to hear someone own up to a mistake and they were willing to do what was necessary to make sure to have a happy customer. I am changing my review because of this call. I do not believe I would have gotten a call without this review so I am keeping that in mind. I may return for a...

My husband and I decided to purchase a new bedroom set (storage bed frame and 2 nightstands) to go with our new hybrid mattress. We have used Furniture Row, Fort Wayne, in the past for stools and chairs and have been very pleased with the solid affordable quality product. Although while shopping for different bed styles we settled on the Cristo Storage Bed. We had to trust that it was what we wanted, because we couldn't go into the store because of Covid19 and had to order it online. Loved the free delivery and it came about a week after our mattress. Josh, the only worker at the Fort Wayne store, emailed us when the furniture arrived at his store and set up a delivery date, with confirmation the day before delivery. One of the men delivering said, "Of all the types of furniture he has delivered and set up, this Furniture Row, has the better quality stuff. The other delivery guy even gave some hints of what to start with while constructing. They were both willing to open a couple damaged boxes to make sure everything looked good before I signed off on the delivery. I was very pleased that the nightstands came already constructed and in good shape. While my family and I was building the bed, we found one of the side storage drawers was too damaged to put together. I took pictures and sent them to Josh. He had me take a couple more pics and let me know that he was pretty sure he had something in the store to help us, he explained that he would know Saturday when he was back in the store. He kept to his word. Even though he was very busy Saturday he still left a message saying he had just what we needed on a floor model if we wanted to stop and look at it, otherwise it could take 2 to 3 weeks to get a new drawer. He left contact info and we met him, Sunday, the next day to exchange the broken drawer for display model. Very pleased with Josh and his great customer service. Jon and Linda...