Furniture Row — Local services in Garden City

I went to Furniture Row and I loved what they had in the store. The staff was very friendly and helpful. I spent close to $5,000. I purchase a bed for my grandson, a bed for my granddaughter, and a table and chairs from Oak Express. I also bought an entertainment center from Sofa Mart.

This has been the worst experience I have ever had purchasing furniture. They told me the furniture would be available in 5 to 10 days. I had just purchase a new home and was so excited about my new furniture. Well I got the bed for my grandson and the bed for my granddaughter. The only piece of furniture that has not been replaced is my grandson’s bed. My granddaughter’s bed is a bed and a sort of fort or play house. I took two other visits in order to fix that bed. The table came damaged and it took almost a month to receive the table and chairs. Two of the chairs were also damaged. I ordered 8 chairs and only received 6 chairs. The delivery person saw the damage and told me to call the store. Well after several weeks I finally received the two missing chairs. Then yesterday the delivery people after giving me 50 minutes warning showed up. I was not home but somebody else was at home. They were allowed inside. When I got home the delivery person asked me to show him the damage and explain how it happened. I told him you brought the table damaged. Well I could not see the damage (the laminate on the table was peeling away) because he covered it with a marker. I asked him if he did that and he said, well we have another table for you if you want it and I said Yes of course I do. He never answered my question. As soon as they left my home I called the store. Kendra answered the phone and I told her what happened. She just said well you got a new table right? I said you are not listening to me. Not only do you have rude delivery people but they are also dishonest. Now I have to wait another two weeks for Sofa mart to send a new section of my entertainment center because it also came damaged. When I first received the entertainment center I received a call from Lisa at Sofa Mart. She told me about the damage and told me that she would order that section for me. Well after 30 days of not hearing anything I called the store and spoke to Raul the manager. He was rude and told me they did not have any notes regarding any replacement. He kept asking me if I was calling the right place. I live in Caldwell so I drove to Boise to speak to him in person. I showed him pictures of the damage and he then ordered a new section for me. I then went to Oak Express and spoke to Kendra. They do not keep notes so one person does not know what the other person said.

I purchased the extended warranty for five years. At this point I don’t even want to deal with this business anymore. The store manager (Chris) is very nice and helpful but the rest of the staff are rude and totally dishonest. I don’t understand why the delivery guy would lie about the damage. I will NEVER purchase anything else from...

We ordered a bedroom set and sectional from Logan on February 17th. He was great. On February 19th, we decided on a different couch so we went in and switched out the couch. The guy that helped us was great. They said it would be 1-2 weeks. From here, things have been AWFUL. We knew we'd wait a little bit longer than normal because we had switched out the sectional for a different one. Well, they show up almost 3 weeks later on Friday March 6th with the wrong bed and then they strip the bolts on one of the back pieces to our sectional. The delivery guys were fine, you could tell they didn't really want to be working, but overall they were nice and careful. They tell me that their manager knows about both things and he'll call me. I wait all day Friday and finally I call him, his name is Chris. He says that he's going to look in the warehouse and see if they have the right bed and the piece of the sectional and he'd call me back. Two days later (on Sunday), he hadn't called so I call him and he tells me that they ordered it and it will be here in 7 days. I asked for an appointment to deliver it on Saturday (March 14th) if it arrives by then because they only deliver Tuesday-Saturday. Chris assures me that he will keep my updated throughout the week. He, of course, does not. I call on Friday March 13th to see if they have received it and if they can deliver on Saturday. They tell me that the truck was supposed to be there on Tuesday and it didn't show up so it should have been there Thursday and it didn't show up and they have no idea where it is. This time I'm talking to the assistant manager, Alex, he tells me he'll check on the truck and call me back in 5 minutes. Hours pass and he does not call me back, so I call and he tells me he has no idea where the truck is but they will call me when the truck arrives. ONE MORE WEEK GOES BY and Chris actually calls me for the first time on Thursday March 19th. He tells me the bed has arrived. I asked what about the piece of the sectional? He says he doesn't know what piece I need. I explain and he says he will check on it. We "scheduled" delivery for the bed on Saturday March 21st and he tells me they will call with a delivery window on Friday. I, of course, do not receive a call from them. On Saturday I call him and ask when they are coming? He says he isn't sure but when he gets to the store he'll let me know. I text him hours later because he hasn't called and say Sunday is fine too. He says they will deliver Sunday (no apology for missing the Saturday delivery after ALL of this). On Sunday March 22nd, they show up with ONE bed rail. They don't even have what they need to make my bed complete and they show up WITHOUT the piece of our sectional that is broken and we haven't heard when we will get that. This whole process has been so unacceptable and their customer service/follow through is AWFUL. We will be going into the store today at noon to talk to...

I ordered new new sectional from Furniture row a couple weeks ago. It was a leather sectional with power recliners. I was convinced to order that day, as the middle recliner was the last one in stock at the Denver warehouse. I was told all other items were in stock and readily available.

I waited to hear from the store about the arrival of my couch. I finally called after a couple weeks, and found out that the couch was in stock. I did not receive a message about this, and had to take the time to call the store. Looking back on my phone records, it does appear I was called, but no message was left.

We scheduled to delivery yesterday. I was told again I would receive a call about my delivery window the day before. This call did not take place, and yet again we had to call the store. We were told that the delivery driver was not back (at 6PM) and when they get back they would call.

I finally received a text for a delivery window of 11:30 - 1:30, which a planned for. The drivers showed up at 10:40 (before I had everything cleared out). It was at this time that I was informed the the NON-reclining item was missing and someone from the store should have notified me.

Yet again I had to reach out to the store to find out why my item I was told was readily available is not in my home. After 5 phone calls, I finally got a hold of someone. If they are not available, there is no answering machine, and the line just rings and rings.

I have now scheduled the delivery of the final piece, and have to go through the entire process of staying home for delivery. I had signed up for the extended protection plan, where I should have received some cleaning items. These were not given to me and I am told I need to return to the store to pick them up.

I tried to call again today, but yet again no one has answered the phone. I am leaving this review as a way to voice my displeasure of the customer service i have received since time of purchase. I do like my couch (or what parts I have of it), and that is why I am leaving two stars. Missing a piece makes it hard to envision it all still.

I am thinking I do not want the extended service plan if this is the customer service I should expect down the road. It is near impossible to get in touch with anyone other than going into the store. Also, there is no follow through.

I hope that the manager of the Boise, ID location receives this so I can be contacted about the poor after sale service I...