Furniture Row — Local services in Johnson City

9/12/2021

I never expected that when we walked into this store that we would experience the level of customer service that we did. Monte was generous with his time, answered every question we had, and went above and beyond to make sure we found something we loved at an affordable price. We could not be more pleased with our trip today and will definitely make Furniture Row our number one stop on any future furniture purchases!

Edit 4/1/22:

The above review was posted 6 months ago and I stand by what I said about our in store experience. I have, however, never been more disappointed in an experience with a store in terms of actually receiving the product. We only just got our furniture delivered on 3/27/2022 (after issues actually getting on the delivery schedule) and the delivery team showed up over an hour late. On top of that, they were apparently not given the instructions to assemble our bed and after being there for hours and telling us several times that they had other jobs to get to, my fiancée told them to just go on because they had to get to work and they left our bed in pieces. Furniture Row offered to send someone out but after months of waiting and already experiencing issues getting scheduled initially we decided to try it ourselves after finding the instructions easily online. To top off the fact that we were now assembling our own furniture we were told someone else would do, they didn't send us enough of the inner leg pieces that had slats. We weren't willing to wait another 6 months to get those pieces and luckily had a friend able to saw the extra legs they sent instead to fit. We managed to get the pieces to fit and the bed is now together but I will never be purchasing from furniture row again, even if it is a product they have in store.

Monte remained amazing, he did his best to do what he could to help the situation, offered to come himself to put the bed together, he has been the only light in this situation. However, waiving the delivery fee when we also had pieces of the furniture we paid for not arrive didn't seem enough for us after everything. I'm extremely disappointed after what had been such a wonderful shopping experience.

Buyers be aware when ordering items not already available in store.

Edit 8/1/22:

Shortly after I updated this review and placed one on their website I was approached by a customer service representative. They told me they would be contacting the store, who would then reach out and try to offer solutions or help with this situation. No one ever contacted and customer service didn't reach back out to ensure they did. I shouldn't, as a customer, need to hound anyone for a solution once the process is started. My one star rating is fully solidified no matter how wonderful our one on one customer service was in store at purchase. We haven't been able to touch what they did to the headboard but I would like to add that the lights in the headboard like to turn on at their own discretion to be prepared to be awoken from a sound nights sleep to one of those lights suddenly being on. I'm going to have someone come and check the electrical to fix this issue but yet another hassle on top of...

Highly disappointed with how we were treated by manager who was trying to resolve a mistake made by the business.

We purchased a dining table with 6 chairs. We were informed all the items were in store and ready for us to come pick up. I returned days later with my truck, but only the table and 2 chairs were available. Turns out the salesman admitted making a mistake by not entering the items correctly. We paid for the table and 6 chairs but they only ordered the table and 2 chairs. He was sincere and apologetic. I was a little disappointed since it was a 45 drive each way, but I appreciated that he took ownership of the situation.

Everything took a dramatic downturn when the manager (Daniel I believe) came to resolve the matter. I immediately noticed he seemed annoyed to be dealing with me. He never apologized for the store’s mistake, just worked on the computer for several minutes. Then, he told me that I needed to pay additional money to have the chairs (that we already paid for) ordered. Our invoice showed we paid for the table and 6 chairs so I was confused why we needed to pay more money. When I asked for an explanation he responded “we can’t give away stuff for free.” I explained that we paid for all of our order and it was their fault that there was an issue at all. He then said “well, either way” and told me we’d have to pay an additional $35. I asked to speak with another manager and he said he would check with his general manager. He was gone for maybe 30 second then came back with an invoice and simply said we’ll call when your chairs arrive. He didn’t explain that the $35 charge was taken off, didn’t apologize for the businesses mistake or anything, just rudely handed me a receipt.

I’m appalled to be treated in such a negative manner in a situation where the business was at fault. Multiple salesmen apologized and took responsibility for the issue. They worked diligently to try to resolve the issue and I appreciate their honesty. Mistakes happen. I cannot, however, believe the way I was treated by management. It was clearly a mistake on the behalf of the business, but I was treated aggressively and rudely by the manager as if my business was...

Great in store experience but that's as far as that went. Our furniture is over a month late and when they came to deliver, they were missing a piece that was left at their warehouse and then our bedframe hasn't arrived yet. When asked to offer compensation for the delay and mix up, I was asked to accept an apology because they don't compensate. Not worth the little bit of money, you may or may not save. Don't respond to me saying to reach out to customer service, if you don't plan to do anything. Will update when the rest of our furniture arrives, whenever that is.

Update- Bed and chest came out today for delivery. Chest is missing the track on one of the drawers and will have to go back to warehouse and be reordered. I also received an email, after first review saying a manager would be in touch, that's yet to happen.

Additional update- Chest will be fixed and redelivered this week, great conversation with Derek/Store Manager and he plans to make everything right as soon as order is complete and we can discuss compensation. Will update again, to close out my review.

Final update- The chest was delivered today and the manager called directly afterwards. He was very nice on the phone and offered adequate compensation, he explained that my order had to be complete before processing request for compensation. Although there was stress during this process, my order is now complete and my furniture...