Furniture Row — Local services in Grand Forks

Had a sadly bad experience on multiple levels. 1) My buyer expectations and their sales capability were out of sync - I wanted a speedy transaction, sales wanted to take their time at checkout (sometimes OK but not that day). Purchase to pickup/delivery: I'm having a remodel done at my house, furniture items are packed in other rooms of the house, etc. so I wanted delayed pickup/delivery, Furniture Row did not want to comply; everything seemingly became an issue. 2) Poor sales experience - Started nicely with a new salesperson but since she was new she deferred to another (floor manager??, not sure). This young man was initially on the ball with measurements, etc. Then...I noticed a scratch and was told that since the floor model was the only available piece, he could "discount without the warranty or leave as is with warranty." What???? It was a scratch, so make a "customer acknowledges and accepts right side surface scratch which is exempt from warranty" entry, not entire warranty!..but, whatever. (I am OK with scratch since item will go into sunporch and not a major household peice). "What about delivery?," I asked (I live 50 miles away). I was told that the delivery can further damage the piece. WHAT??? So, the store, a FURNITURE STORE acknowledges that they have a poor delivery system and purfunctorily dismisses that as a general problem?! (No wonder I was the only customer at that time of day!--In fact, years ago I had a bedroom suite and 2 mattresses delivered from FR, at that time a free set of sheets was part of the purchase...before the deliverymen left, I asked about the sheets--they weren't otherwise going to give them to me apparently, the sheet set was incomplete and of the wrong size, but, hey, it was free--or so the company line must be). 3) I was incorrectly charged on my credit card (they had overcharged by around $35 and they caught the mistake as EOD procedure; that was good). I was called that evening so Furniture Row could balance but they wanted my credit card number to issue the credit! Again, I live 50 miles away and, no, I'm not going to spew my credit card number, On the phone, After hours, To a (relative) stranger. I get: a) the inventory issues to assure turn and carrying costs and 'on the shelf' vs. 'sales merchandise', b) that some sales people/managers will be immature and come across awkwardly, c) that point of sale mistakes/entries will happen, but the store could certainly be more professional about training their employees, about accommodating customers' needs and expectations and could "learn" how to adjust their systems and practices to match the way customers want to be treated. After spending now about $6000-$8000 over 5 years, I don't think I'll ever shop Furniture Row again. I do hope they will make necessary changes in the future because they do have some nice...

These furniture stores focus a lot of attention on learning our names, because they want to make the experience seem pleasant and make it seem like they have our best interest at heart and make it seem like they care, but I think it is a ruse.

I stopped in, to this store, yesterday, to look for lamps. There were only two other customers in the store, but the sales clerks seemed busy, and I didn't want to rush them. The clerk told me to begin looking around and she would catch up with me. There were only two clerks working in that section and the other section had nobody working.

So, I waited for about 20 minutes, and assumed the clerk had lied to me, so she could go to lunch, since it was around lunchtime. But, then I saw her return and neither she nor the other clerk even made eye contact with me, much less asked about helping me. I assume they work on commission and make money off sectionals, so anything else is a waste of their time.

Eventually, they had one of their warehouse guys ask me if I needed help and he pretended he knew a little bit about furniture. He didn't know what bonded leather meant. Whatever the clerks here know about furniture, they probably won't share with us, since they will only tell us information that will help them close the sale. Their attitude is that furniture is for the wealthy and if you can't afford it, you are a joke as a human being and don't deserve any respect. They seemed like elitist snobs to me.

I've been to several places in town, and experienced similar tricks, to try to get money out of my pocket and to manipulate me, but no other furniture store has been so brazen and manipulative and selfish about it. I bought a bed from them, several years ago, and the salesman treated me like a human being and was kind, even though I'm not well off. But, now I wonder if I can trust their bedding section and what has happened to this company and I think I'll probably find another store for my next bed, when it finally wears out. This company must have had a change of upper management and no longer cares about the customer.

I was disappointed. I don't think there are pros and cons to shopping here. I can't see any pros, at all. I think this store should just be avoided or possibly used as a character study of what manipulative tricks to look for in the furniture business, so you will be better prepared for the other furniture...

My husband and I purchased 2 bed frames w/headboards and one mattress and box spring set within the last 45 days. One bed frame w/the mattress and box spring is working out very nicely, but the other is a completely different matter. We have an adjustable base mattress and were told when we purchased the bed that it would accommodate an adjustable base. When the delivery guys came to our home and put the bed together, they found that it didn't accommodate the adjustable base. I wasn't home or I would have instructed the delivery people to take the bed back with them. Because I wasn't home, instead of attempting to ask me what I wanted done or trying to find a solution to the obvious issue, the guys left the adjustable base on top of the platform bed which leaves it extremely high and thus very difficult to get into; it is so high I nearly have to pole vault into bed every night. On top of this issue, they stripped a couple screws so one of the bed legs is quite loose and they also scratched up one area of the bed pretty badly. I called the store the following day and told them the bed wasn't going to work for me and gave them the reasons why. I was asked to provide reasons and pictures (which I did), and was told that yes, I could return the bed and that it would be picked up the following Saturday. After confirming this through an automated text, I received a phone call that their truck had broken down and they wouldn't be able to pick up the bed. I understand; things happen--but in the middle of our phone call the call was abruptly cut off and no one has called me back. I have tried to call the store back twice today, and haven't received an answer either time; not only did I not receive an answer I didn't receive an option to leave a message--I was simply cut off. Hello--what kind of business is this? How is this good customer service? Furniture Row used to be my go-to kind place to purchase furniture when I needed it, but not after this...