Furniture World SW — Local services in Longview

I recently purchased a mattress from Furniture World on August 17, 2025, and the entire experience has been disappointing from both a product and service standpoint.

The mattress we received is not the same in comfort or quality as the one we tested in-store. Just a few days after delivery, we contacted our salesperson, John, to express our concerns. He told us he couldn’t make decisions about returns or exchanges but would escalate the issue to his supervisor. When we followed up with an in-person visit, John acted as though it was the first time he was hearing about the issue—despite having spoken to us on the phone two days prior. This inconsistency was both frustrating and unprofessional.

During the sale, we also stated we wanted a box spring. John advised against it due to our platform frame, but this turned out to be poor advice. As a result, our mattress setup is uncomfortable and incomplete.

Only after we asked about the return policy were we informed that the vendor for this mattress does not offer a sleep guarantee. This critical detail was never mentioned at the time of sale. Additionally, while the invoice references a section stating that “special orders are not refundable,” this mattress was not a special order — it was already in stock. That explanation felt like a convenient excuse rather than a valid policy.

Furniture World eventually contacted the vendor and came back to us with an offer: return the mattress and purchase a different one, with a $300 discount applied. While I appreciate that an option was presented, I don’t consider this a fair or customer-friendly resolution, especially given the lack of transparency and accountability from the start.

Rather than continue to engage with a business that doesn’t stand behind its products or properly inform its customers, I’ve decided to donate the mattress to someone in need and take my business elsewhere.

As someone who has spent thousands of dollars at Furniture World in the past, this has been a frustrating and disappointing experience. The lack of professionalism, poor communication, and absence of integrity—particularly from our salesperson—reflect poorly on the company. I hope this feedback leads to improved customer service practices...

Update to 4 star review: A member of their management team reached out to us the day after I spoken with their assistant manager starting he had heard of our issues with the mattress and they had decided to allow us to return it! I can’t explain how happy my wife and I were to hear this news and the manager Richard and the sales women Yolanda were both extremely kind and understanding of the situation and my wife and I feel much better about the whole thing now. Thank you very much to Richard for making this possible and for Yolanda for being very kind and professional through the return. They did right by us and I’m sure they will do so for others if they are aware of any issues.

Original 1 star review: My wife and I bought a mattress from here and the only one they had available was a floor model. When we agreed to buying this mattress they didn’t say anything about looking it over for damage and when we picked it up it was wrapped in plastic so we didn’t see the tear on the bottom until we were setting it up at home after the store had closed. We called first thing the following morning stating our issue as well as our dislike for the mattress itself and the assistant manager told us that we should have asked to see the bottom of the mattress while in the store and they would not do a return for the damage and we should have bought a different mattress if we didn’t like this one. My wife and I feel ripped off after speaking with their management team and we have just waisted over $500 to be told it’s our fault for not looking it over and asking them to flip it over...

Yolanta was an excellent salesperson and was very patient and knowledgeable in helping us find the right reclining loveseat. When we found the one we wanted, it turned out to be a part of a set. Yolanta asked her manager if it was possible for us to purchase it individually. Her boss then shouted to us--across two rows of furniture!--that it was NOT possible to sell individually. Then in a contradiction he added, it would 'be $268 extra dollars and no one would want to pay that.' I don't know if the manager is trying NOT to sell furniture, or he didn't like us because we were a same gender couple, or what. However, that is some of the worst sales management I have ever witnessed. He should take tips from Yolanta who walks up to customers, welcomes them, discusses options, and both wants to make customers happy and sell items to keep Furniture World open. We had decided upon a $1,500 budget for a loveseat and additional side chair we had already picked out. Instead, we left the store without any items and went to Elam's--where the management is as professional as the...