Furniture Row — Local services in Lakewood

I have purchased multiple pieces of furniture over the years from Furniture row. We just purchased a new bedroom set for my child. When I was in the store the associate Olivia we worked with told us the set was very heavy and recommended that we pay for the install. We said no problem, since it was a large investment we said we would think about it and call back. I called back a few days later and placed the order with their secure credit card payment. I only received a credit card receipt so I assumed everything was good. A couple of weeks later I received notification that the furniture was in and would I like to schedule delivery. I said yes. The day before I called to see what time they were coming and they said it was scheduled for pick up. The manager term was able to get us on the schedule and I mentioned that we wanted set up also. He said not a problem. Then the delivery “boys” come to our house and said they are unable to bring the items upstairs without signing waiver that if they do any damage they are not responsible. They said it was to have. I called the manager Travis at the store and he was unwilling to help or provide any type of customer service. Needless to say my husband (who has a bad back and has had surgery) and myself has to carry and assemble all the pieces. We got it together but not until midnight. The quality of the furniture we received is okay not great for the price, but the customer service is why they received such poor marks. Also before scheduling the delivery I had mentioned we had an old house and wanted a professional crew. That is not what...

$2500 sectional has been garbage. Lumbar cushioning has gone flat multiple times. I now have to sit with pillows on my "nice" leather couch to avoid a 2 x 4 jamming me in the back. Problem started 1 year in and has been repaired. Repair guy said this was common with this couch.

The reclining latch has broken 5 times in 5 years. They make you fix it yourself. It's a known issue in their cloud line. I was supposed to be sent a new part with an improved design and have never received it after numerous attempts and follow ups.

Now the other recline latch broke.

The coloring is rubbing off the leather in places.

The arm rest collapsed 3 years in.

I reached out yesterday to see if they could help me in any way and I was basically told to pound sand. Before I left a bad review, I sent an email to corporate asking if they would like to rectify things somehow prior to me leaving a review of my experience. I offered them a chance to salvage my opinion of them. Maybe they would offer a discount on a new couch or something. Nope. They simply gave me the phone number for a repair guy that lives 2 hours away from my house and the store that I bought it from.

I will be purchasing a new couch I suppose, but Definitely not from this company. You would think a $2500 couch would last more than 5 years.....you would also think the company that sold it to you would do something to make...

I purchased a recliner that I had tested and loved at the Aurora location. They unfortunately were out of stock so I purchased the chair from the Lakewood location with the sales person Anna. She let me know the chair would be coming in two boxes and we had planned to put it together ourselves after delivery. Anna forgot to schedule the original delivery so I had to wait an additional four days for the chair to be delivered. The chair was finally delivered today. It came already assembled, with scuff marks all over it and plastic tags where the price tag was attached as the chair that was brought was an obvious floor model. And what’s worse, when the chair was plugged in it didn’t even work! I sent the chair back with the delivery drivers and called the store immediately. Anna put in my customer notes that she talked with me and let me know that I was purchasing a floor model. This was a complete lie! I have a brand new baby at home and would never purchase a floor model during Covid. I am absolutely disgusted that they brought a dirty chair from the floor in my home with my three week old baby and Now I have to wait up to 10 days for a refund! What a complete disappointment! It’s was a shameful experience to be lied to and sold something that I never would have purchased all in the name of somebody getting their commission. Terrible customer service I will never give this...