Furniture Row — Local services in Idaho Falls

I purchased a motorized lounge chair the first of the year. It was ordered and delivered a few weeks later. Within the first week it was making a strange sound when it lifted the footrest. The store was called and they sent someone to look at it. He indicated it was just the sound that the chair made and adjusted something underneath the chair. Soon after he made the adjustment it was doing the same thing. We didn’t pay much attention to it because he said that was just the way it was. Within the last week it has gotten worse and now something is broken under the chair. You would think a $1,500 chair would last month than six months. I called the store to report it and was informed that the person who makes repairs would call me back the next Monday. When I didn’t receive the call back I called in again. I explained the situation again and asked if there were notes from the week before. I was told there were no notes only the initial call made the first time they came to look at the chair. I was in the area of the store on Tuesday so I stopped to see if the repairman was available and was informed they didn’t have a repairman only the warehouse manager who made the repairs. The girl at the stand to me I needed to take a photo of the chair and text it to a number. I explained that I would be moving out of state at the end of the week and didn’t have time now to go through that process. I asked if there were notes on the previous 2 calls and she said no. The manager then told me the delivery man was scheduled to contact me the next day which would be to late to take care of my needs before my move. I told the store I would never buy from them again and would just garbage the chair as I was not moving a broken chair to Utah. In the past I have purchased 5 beds, 2 couches, a love seat, 3 chairs and numerous tables. Thank you, but I am through with...

My husband and I had been looking in Idaho Falls, Idaho area for a new sofa. Our old recliner couch was getting worn out and we wanted something we could have for another 20 years. We went to at least eight different stores looking for a selection we could choose from. Our former couch was leather, and we wanted fabric, but everywhere we went, it seemed, the selection was limited and most were leather recliners with no style. Finally, we went to Furniture Row. I had resisted, thinking this was going to be another failed attempt to find what we wanted, but the minute we walked in the door, we were amazed. The "Sofa Mart" was full of every kind of sofa one could imagine, and they were stylish and modern. Angie Castillo was our sales consultant and she knew where to find the powered recliners and showed us several styles available. She was conversant in each brand and very personable and friendly. And, Angie gave us time to sit in each one, use the power controls to discover what we liked and didn't like. She priced things out for us, tried to help us configure if it would fit into our great room with the limited space we had. In the end, she gave us her card and had us go measure our great room to make sure our selection would fit. We didn't hesitate. Not only was the price right, but we received a discount on each piece and ended up with not only the sofa, but the love seat as well.

This was a great experience. We hadn't been shopping for furniture in many years. In all of the other stores except for one other, we had sales consultants who greeted us and then walked away as though we knew what to look for and what furniture was best. We didn't, and we left. So, having our Furniture Row consultant was valuable and profitable for all concerned. Great job, Furniture Row! We'll be shopping again...

Awful service! We stopped in the store looking for a bed with a book shelf head board. Very nice salesperson assisted in searching their online inventory and we found one we liked. She put together a quote and I took pictures of the quote and bed. After waiting a month the bed arrived! We get it home and it’s not the correct bed, no book shelf head board! Called the nice sales person and told them the issue. She remembered our conversation and knew the bed I wanted. She mistakenly quoted and ordered a bed with out the book shelf headboard. She totally owned her mistake and was very apologetic. Her manager Vern, on the other hand very unwilling to “make it right” he said I’d have to pay over $600 more but would deliver and set up for free which is worth $300, but would be when they were in my area. When we said we wanted the original bed we ordered and they can absorb the $300 difference for THEIR mistake, he was very rude and said he was not willing to do that. He said we could just bring the bed back then he’d give us our money back. We told him they can come pick it up when they’re in are are. Vern said well if your going to be that way you can bring it back to get your money back. When we ask for his supervisor he said he didn’t have one nor would he provide his last name. We didn’t need to know anymore than Vern. Well Vern no last name you need some customer service courses. Furniture Row lost...