Furniture Row — Local services in Madison

One star ONLY because there are not negative numbers to choose from. If you want furniture DO NOT purchase here. Nice people but they do not know what they are doing. Purchased the furniture in early summer for home that was being built. All I had to do was call and schedule delivery when ready. I did that. They came out and brought furniture. Except they brought one piece that was damaged and didn’t bring one piece at all. I took a day off without pay for that. Then sent an email to let them know furniture was damaged and missing. They responded that they would bring everything and make it right on 10/10. On 10/10 they were a no show. No call, no delivery. Nothing. Another day I had taken off work with no pay for them to get this right only for them to botch again. When I called the first person had no record of me at all. They had my telephone number wrong so he couldn’t find it. He corrected my telephone number, so he said, however when I followed up later in the day it was not corrected. So...the second person corrected it. Then she ASSURED me they would get everything right on Thursday. Wednesday night I get an email letting me know I was scheduled for Thursday. In the email they AGAIN were missing a piece of furniture so AGAIN I called them and she ASSURED me AGAIN that even though the email said they were only replacing the damaged piece that they did have me set to have missing piece delivered also. That’s great until 7:30 the next morning when the truck shows up without the right furniture. I knew when I confirmed the night before that it wasn’t going to be right. Then to make matters worse when they took the one piece of furniture that they were replacing, the new piece too was damaged so I STILL do not have my furniture. In fact I have less now than I did before. (If you’re counting it’s now 3 days work missed without pay and I’ll have to have another one at least). I cannot afford to buy furniture from Furniture Row. It’s costing me a fortune to miss work only to still having everything botched over and over. So...moral of the story, if you want to actually receive your furniture I’d go somewhere else. Rant over! (For this delivery). If they want to make it right they need to go back to warehouse TODAY and get ALL of the right furniture and bring to me today. Otherwise they need to reimburse me for my unpaid work time—-it’s only 4 pieces of furniture. How difficult...

This was the second coffee table I received busted up. I’ve been waiting on this table for months now it would have to be reordered and wait 4-6 more weeks. I felt like I should receive a table at a discount for all the trouble I’d had. I was told by Chad the only way to get a discount was to keep the table that was busted up. That’s poor customer service in my opinion. I told him to cancel the table order. I spent almost $5000.00 with you all for furniture for one room. I also planned on buying more in the near future. I will not purchase from tour company again. My sectional and end tables USB ports have also stopped changing within a month of having them. If the new parts don’t fix the issues I will be returning them. I will never recommend your company to anyone I know. The only good experience I had was the delivery guys. They were both very nice and professional. I work for a company that would never treat their clients this poorly.

Update- Well it’s been almost a week and still no one from customer service has contacted me. I went on the website and left my information like requested in the reply to my first review. Just goes to show that this company has poor customer from the store level all the way to corporate. I wish I would have spent my $5000.00 elsewhere.

Update August 20- I finally received at response from Angie J at HQ in Denver. She was very helpful and did allow me a discount on a new coffee table. Thank you Angie. I called the store in Madison to order the table and spoke with James who was a real sweetheart!! Very helpful, friendly and apologetic for all my troubles. He ordered the table for me and checked on my USB repair. Glad he did because the end table repair wasn’t only the sectional put in by Chad when I spoke with him. James did get all my issues taken care of. I now know who to deal with at the store. Maybe James should be the store manager. He is an excellent example of what customer service should be. Thank you again...

We purchased a leather recliner couch last yr in October but didn't want it delivered until December.

We experienced a problem with the recliner and the staff to us to call for a warranty claim, after 3 weeks and sending pictures and receipts to this third part, it was determined not a warranty because it wasnt cosmetic it was functional?

So we had to call F. Row again and they decided to order a new couch and that we would receive a call from them when it comes in, should be about 2 to 3 weeks.

After a couple of months we called and asked the status and they said that it was in so we scheduled for delivery.

When they delivered the new one, there was 2 defects, the one side wouldn't incline and the middle cup holder section had scratches on it.

So they needed to order a new one, again we were promised a phone call when it came in and that it would be 2 to three weeks.

After this time passed and no call we asked to talk to a manager and request our money back, the GM Chad I believe his name is stated that when you buy their furniture there is no returns. When I questioned him on this he changed his story from no returns to we had the couch to long to return it.

So on the 13th of July 2019 we finally received the third replacement couch. So buying this couch in Oct 2018 and finally receiving the couch in July 2019 with no damage and an entire yr almost gone of warranty we now have the couch.

When we requested the corporate office phone number they gave us a number that is no longer in use.

So I would say to anyone willing to go through the worst customer service in Madison Al, if the product comes in damaged dont keep it, even if they are going to exchange it. If you keep it then F. Row will trap you because you had possession of the item and you wont be able to return it.

If you make them take it back they have to give you your money back if you decide not to go through the lies from their GM.

Our sales guy was great but the GM needs...