Furniture Row — Local services in Four Corners States

Update: I will say that the managers and upper management for this location took control of this situation quickly. Their actions are why I am changing my initial 1-star review to a 5-star review. Ashlyn and her Regional Manager both did what management should do. Was I fully compensated, no, but I was given more respect to the situation and compassion to my frustrations. They also stated that the associate would be talked to and retrained on how to deal with such situations. Great Job by Furniture Row in the end.

Daryl

I ordered a couch and recliner from the Fort Collins location. I received the couch in about 6 weeks but I was told the recliner would be a few weeks longer. After 8 week more I asked where my recliner was and was told that it went to another customer by accident. That it would take 2 more months to get another. I said that I wanted a completed set and would like to return the couch and receive a full refund since my order was not completed according to our contract. I check my statement this month, and they charged me for a delivery fee still. I called today and the receptionist told me that since my couch was delivered, I had to be charged. I explained I didn't receive my full rder I shouldn't be charged. He said that's how it is.

I then told him that I disagreed with that and may have to take legal actions if that is their stance. He said "Good Bye" and hung up on me. I called back, I asked why he hung up me and he then stated: "If legal actions are brought up, it's COMPANY POLICY to hang up" Then he hung up again on me, I called back again, he answered again, I prompted that wanted to speak to a manager. He placed me on hold where the phone rang for an additional 5 minutes before I hung up. I called back, my called went unanswered. So, I then had a friend call, and then call was immediately answered. Asked for a manager again. After a few minutes, he stated his manager was in an interview. I gave my information to have the manager call me back, let's see.

FYI, I never once raised my voice or said anything inappropriate. To have an associate just hang up on me twice is just wrong on every level. If this is how Furniture Row treats their customers after their mishaps, they should not be in the business they are in. I will not give them any furture business and will spread the word on their policies and see how that reacts to their...

If I could, I would rate them negatively! This store is a complete JOKE! Purchased a dinning room table, bench and chairs. A few days later called and scheduled delivery date, everything was set. A couple days before my set was to be delivered I went back to the store to look at couches. Before leaving I spoke to the salesperson about my dinning set and Isaac confirmed everything was good to go. The morning of delivery I received a phone call stating they had over sold the table and it was no longer in stock. They said I could come into the store and get a full refund or purchase another set. I went to the store a little upset but willing to compromise. I told the manager I was willing to select another table if she was willing to work out a discount. She told me to hold on and proceeded to get on the phone for over 30 mins having me wait on her. She then explained there was a mistake and the table was in the back and they would have it delivered at the original set time. I asked if they would be willing to waive the delivery fee (I had to make the request, she never once tried to offer any type of solution) and she agreed. I headed back home to await my original dinning set. About ten minutes before my window for delivery was about to start the manager called again and stated the table in the back was mislabeled and it was not my table after all. I have never experienced such disorganization from a business. I asked that the regional manager Stephanie call me, never received a call. Went to the store a couple hours later to get my full refund and guess who checks me out? Stephanie! This place is ridiculous and I would recommend going ANYWHERE else but here. Also while checking out there was another upset customer next to me. I finally received my full refund and went to American Furniture Warehouse. I ended up finding a better quality piece at a lower price about $700 dollars lower. The salesperson who assisted me at AFW stated Furniture Row loves to purchase their furniture from their warehouse and up price it. I will never buy from this place or recommend anyone purchase...

3 stars is all I can give them right now. We purchased a leather reclining sofa with USB ports. One of the ports doesn’t work. We called and were advised a service tech would contact us, schedule that Saturday, and come out to check it out. Time went by. No call. We called again... got the story that our original salesperson saw the issue, knew the USB couldn’t be fixed and ordered a replacement sofa. That was 2 1/2 weeks ago. It took only a week to get the original sofa. No calls with information regarding this delayed replacement sofa.

We also purchased bedroom furniture. Unlike the sofa this cost significantly less so we expected lesser quality. We definitely got that. Within hours some of the drawers were hanging partially out. Yes. The store said a tech can take care of that and adjust them. That was supposed to have called any time within the last two weeks to schedule one of those Saturdays to come out and do this. No call. Drawers still hanging.

We intend to call again. Naturally. And I even gave the benefit of the doubt and hung onto this survey/review request to give them time to handle their business. 🙄

We’ll see.

EDITED to add: after posting this recent review I received a call with subsequent voice mail asking me to call and schedule delivery of my replacement sofa. Did that. Sofa is here. It appears they sent me the floor model. There was no colossal unwrapping this time filled with flying styrofoam and the legs are scuffed and scraped as if the sofa has been sitting out. All else is good and the USB ports work so I'm keeping it.

Regarding the "hanging" drawers.... I finally got a call from a tech guy. He came out and played with the drawers. Nice dude, seemed to really be trying to figure it out but when nothing worked it was decided it was gravity. Gave it shot. Several shims later the dresser is leaning back as far as it can against a wall, of course, and.... the drawers are still coming out. Cheap or not, the drawers shouldn't have a mind of their own. Back to the...