Furniture Row — Local services in Joplin

This has been the most incompetent operations I have ever encountered in my life. I have been quite literally fighting for 45 days to get my furniture, the correct furniture that I ordered. After having been upsold to an electric unit but not told that they would not swivel (my only singe requirement for purchase) on arrival I received one manual that swiveled and one electric that did not. After five hours wasted with as many phone calls, I was told that they did not make electric swivels. When we selected our chair, we were looking at a swivel, the salesperson asked if we wanted that model in electric or manual, never knowing that the upgrade would not swivel. After spending the five hours, discussing this, they agreed (with great protest) to come and pick up the power packs and electric chair and replace it with a manual. However they had to have the electric returned before they could order the new chair. I asked what I was going to set in on the mean time, and I was told they would rent me a replacement chair. The replacement chair was a complete joke, it was a broken piece of a sectional, with an arm on one side, all the electronics removed from it, so it kind of reclines, and you fall our of it if you lean to the right as there is no arm to keep yo in it (see picture). After spending weeks in the alleged replacement chair, I was notified that my new chair was in. I stopped by the store and asked to pick it up as it would be another week before I could deliver it. I was told that I had to bring the joke of a replacement back before I could receive my new chair. I live an hour from the store, this means I now spend three hours driving back and forth for them. I offered to pick up my chair, bring the replacement back the following morning as I was going in their direction, but this was unacceptable for them as evidently the manager has now power of discretion. My other option was to come back with the replacement the following morning as I was heading out of town, and haul around my new furniture in the back of my truck for a 500 mile trip in inclement weather. This operation is as incompetent as it comes, stay far far far away from these people, I work in the corporate world, had any of my vendors that I work with and hire behaved like this, I would have terminated their contract on the spot. This is the biggest rip off I have ever seen, actions like this went our 40 years ago along with leisure suits and disco. RUN AWAY spend your money with someone that is actually concerned for you and wants to deliver and actually have...

I special ordered a sectional for a labor day weekend sale in 2020 at FurnitureRow in Joplin Missouri. They said it will take 14 to 16 weeks. I agreed to make the purchase based on the time frame. This was around September 7th. It is February 18th. That is 164 days which is 23.5 weeks. I have waited almost 2 months past the time our couch was supposed to be delivered. I spoke to Tyler the manager of the store after the 16 weeks had past. He said it would take longer because the factory duplicated the order for some reason. He told me in the next 2 weeks it would be there. I checked back 2 weeks later and still nothing. After a month had passed I spoke to TJ and said I would like a refund. She told me I could not get a refund on a special order and continued to argue with me about how long it had been then transfered me to Tyler. Tyler said he would give me free setup for our troubles. I patiently awaited the arrival. When our couch arrived to the store they set up a delivery time and canceled because of inclimate weather. I then spoke to Clay who had scheduled the first delivery and is I am assuming a new manager. He apologized and rescheduled our delivery again. That delivery was also canceled and rescheduled for the following week only to be canceled without notice. I have spent about 8 hours of my time waiting at my home for the delivery of our couch that was already several weeks behind the promised deadline for arrival. With the exception of Clay I have been treated as if I was a nuisance until my last call with Clay as he started to get irritated with me and then apologized. He then rescheduled my delivery for the following week again, not the next day or two, the following week because he said the delivery would be "go more smoothly". I own a local small business and have never in our 6yrs of business treated a customer so badly. I was not offered any type of discount or credit for the issues that have occurred. I was simply apologized to and moved to the back of the line. Never will I shop at Furniture Row again. This has been the worst experience I have ever had with buying a sectional. I will do my best to make sure my customers, friends and family never shop at Furniture Row. I would not ever want anyone to endure the problems I have.  I should have kept my business local and from this point on always...

The first time I looked,I appreciated the manager giving me space & no pressure. When I had questions to ask, he was right there with prompt & clear answers. I decided to order with a special material. Although the samples were a decent size, I was a bit lery not seeing my sofa & recliners in person. They arrived at the expected time. I was anxious to see my furniture! I went to the store with my husband (he was not with me when I bought them). A Mike or Mark was there-not the manager. He was not busy. We asked to see our furniture-just open one end of a box. He stood there and asked why. I explained. He stated it looked like the sample I ordered, so it wouldn't be any different. I explained more why we wanted to see our furniture in person that we had already paid for. He stated he didn't get the point in doing this, but headed to the back continuing to make such remarks. He finally opened an end of a box. We were aggravated! Why should we have to explain (argue) with a salesperson why we would like to see our own furniture to talk him into showing it to us? I taught alternative high school for 30 years. Seldom did I have a student ask, "Why?" to the directions and not repeatedly! Had the manager been there, I would think he would have told him to stop arguing with the customer and happially show them their nice new furniture they purchased from Furniture Row. My guess is he wasn't going to make any money showing us something we had already bought, so he didn't want to take the time or trouble to walk to the back of the store. I did find out the extra two $70 each pillows I ordered weren't there. Seeing my furniture helped me select other coordinated sofa pillows, lamps, a picture, & a throw to...